Publication date: 21 May 2018

Analyst (HR) with Portuguese & English

HCL Poland

Location: Wrocław

Languages:

Categories: Analytics & Reporting, Human Resources

Position level: Specialist

 

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 7.4 billion and over 120,000 professionals from diverse nationalities operating across 32 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support center through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 18 languages, we also work on technology based projects for our clients.

Due to our growing business needs we are looking for:

Analyst (HR) with Portuguese & English
Location: Wroclaw

 

Job Description:

Working in a function that provides Global support toward HR, Travel and IT Customer Care, with the Focus on customer support services round the clock. Managing the Customer Queries and employee request with the available module (Voice, Email & Chat). Should play the key role in managing the employee queries with high quality deliverables.

  • Manage the employee data issues with the HR, Payroll and travel related Service lines.
  • Maintain sufficient information to facilitate knowledge of the employee’s HR services environment
  • Provide hardware / software / network problem diagnosis / resolution for customer’s end users
  • Route problems to internal 2nd and 3rd level IT support staff
  • Escalate delays in problem resolution
  • Acknowledge Request with empathy and assurance reflected during the entire interaction
  • Respond on Expected timelines of closure of the service request; Interim Response / Updates if expected timelines are foreseen to breach.
  • Responsible for end to end ownership
  • Efficient enough to manage the Queue and take accountability on the process flow

Additional Responsibilities

  • Proactive management. Of issues and trouble shooting
  • Ensuring connect to GEO point of contacts for prompt trouble shooting
  • Service delivery excellence.

Qualification(s)

  • Graduate (Non B-Tech, Technical Grads)or other certifications
  • Any certification/Courses on Customer experience (Value Addition)
  • Fluent Portuguese & Very good English

Experience

  • 1-4 years of experience in Customer Service (Voice, Email & Chat)
  • Relevant experience / exposure in HR, Benefits or Payroll Operations in an Employee Helpdesk environment (Employee Care)
  • Preferable experience in handling customer from multiple geographies
  • Excellent Communication and Interpersonal skills
  • Strong leadership qualities coupled with Client interfacing skills
  • Should have strong interpersonal skills
  • Should have experience in Managing stake holder

Functional Competencies                                     

  • Strong Communication skills (Verbal & Written)
  • Strong customer service, interpersonal and demonstration/presentation skills
  • Must be detail oriented with strong analytical skills

Behavioral Competencies                 

  • Strong Communication Skills to interact with various senior leaders internally & at client end
  • Disciplined with focused & result oriented approach
  • Auditing mindset with eye for detail
  • Learning mindset and willing to go extra mile to achieve organizational objectives
  • Can Work under stringent deadlines with high accuracy
  • Open for 24/7 culture
  • Open for Night shifts
  • Should be flexible enough for extensions on shift timings if any Adhoc request from the client
  • Should be a Team player

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data, in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.



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