Customer Care Representative

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Job purpose:

As member of Order to Cash department, the position holder will actively participate in Account receivables activities aiming to ensure efficient and effective process of:

• Contract set up reflecting the correct and agreed contract attributes
• Proper customer identification
• Accurate billing activity
• Dispute management and Customer care

The position holder main tasks & activities will be in the area of Customer care, as Order-to-cash processes are very interdependent, proper and accurate actions and follow ups will have an impact in all the above-mentioned areas.

General requirements:

• Follow closely managers work guidance, assignments & priorities set for the position holder and/or for the entire team
• Participate in training organized or assigned by Team Leaders and OTC managers – attend the training sessions in person or in a virtual environment, actively participate in it, submit feedback as appropriate and successfully pass all assessments organized after the training sessions.
• Deliver trainings to:

New team members to explain and demonstrate the daily activities performed by the position holder

Ongoing training sessions aiming best practice sharing and process gaps filling

• Create and update process documentation on the processes, activities and tasks performed by the position holder, proactively or upon management assignment and in line with the internal process documents creation policy and practices
• Work on own initiative, autonomously and without constant supervision
• Respect working schedules organized and communicated by management team
• Provide audit evidence for quality, control and compliance purposes
• Escalate in a timely manner all operational, administrative, organizational or other issues to Team leader and manager.
• Proficiency in French and good command English.
• Computer literacy in MS office and customized ERP system.
• Ensure compliance to all business controls, quality, security and organizational policies properly communicated by the employer.
• Contribute to process optimization/improvement initiatives
• Comply to Company and Client behavior and ethics guidelines as per internal policies, communications and trainings delivered
• Analytical skills and focus on the details.
• Excellent numerical skills
• Proactive approach towards internal communication – requirement
• Collaborate with colleagues within the team on complex cases, support other team members in case of urgent matters or backlog situations

Role specific requirements:

• Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.
• Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Maintain full coverage of the assigned SRs using various communication methods (mailbox, query management system, outbound/inbound calls)
• Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.
• Ensure track of received requests in the systems where applicable
• Ensure proper follow up of the requests till resolution of the issue
• Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.
• Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.
• Ensure feedback is provided to Partner/ Customer about all received requests
• If applicable initiate refund requests upon customer's request or after dispute resolution, as per the established process and internal controls
• Perform all ad hoc query activities on accurate and timely manner
• Ensure Partner compliance with Portal functionality where available

Success criteria for the role:

• Timely tasks/activity completion
• High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team
• Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.
• Self-motivated and willing to learn new skills
• Ability to work on own initiative
• Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Strong organizational skills
• Collaborate and communicate effectively with all levels and departments involved in the process

Communication channels:

• Internal communication: Communicates actively with the Management team and the colleagues from the immediate team.
• External contacts:
• Handles calls, e-mail, system queries, fax from customers on a daily basis.
• Participates in meetings/conference calls with Client representatives

Why Us

• We offer End-to-end digital transformation expertise that helps clients from strategy through execution.
• We work with the biggest brands, offering the opportunity to be a part of industry-leading work
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
• We offer freedom and flexibility on the job, empowering our employees to make decisions
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility
• Our company is extremely diverse with representation of 165 nationalities
• We offer the opportunity to work with colleagues across the globe
• We offer comprehensive benefits for all employees
• We are a certified great place to work and a top employer in 25 countries, offering a positive work environment that values employee recognition and respect

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the "Notice") outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as "HCLTech", "us," "our", or "we"] will process your Personal Data in accordance with applicable privacy legislation(s).