Career Opportunities: Specialist - Customer Care (144951)

Requisition ID144951-Posted09/22/2026

Type of Requirement: - Blended (Excellent Written & Verbal Communication is a must).

Required Work Experience:

- Minimum of (2) two years of experience in a leadership or management role and 6 years overall.
- Experience handling complaints.
- Experience working and managing communications, with multiple cross-functional teams/stakeholders.
- Having worked on SAP or similar CRM applications.

Work from office during training, hybrid thereafter (minimum 3 days WFO)

Versátil with Shifts, window – 7am to 6pm

5 days working - 2 days off - Rotational offs.

Required Qualification: -

*Graduate in any stream.

Skill set Required:

- Ability to work under pressure and manage multiple tasks simultaneously.
- Proficient in Microsoft Office (Excel & PowerPoint).
- Knowledge of the industry’s best practices and trends for team management.
- Situational/contextual awareness with the ability to understand the impacts of one’s work.
- Excellent critical and analytical thinking abilities
- High attention to detail, and high level of professionalism
- Excellent analytical skills and strong decision-making skills committed to resolution and compliance
- Strong organizational, time and workflow management skills
- Strong leadership and organizational skills.

Job Description:

- Daily Management of shift & Job allocation to associates
- Managing team handling front office - CCC, Dispatch, Logistics and back office - Install Base management & Workpool activities for multiple countries.




- CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
- Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
- Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.

- Meeting Quality Scores and bringing Innovation and Process Improvement
- To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
- Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
- Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
- Recognize and reward good performance, provide feedback and encourage professional development.
- Ensure team compliance with company policies and procedures.
- Support and guide team members to ensure they meet their individual targets and KPIs.
- Generate reports on team performance and provide regular updates to senior management.




- Stakeholder management – both internal & external
- Prepare PPTs, Excel and other reports for client reviews and meetings

Key Responsibilities

- Provide Real-Time Assistance To Team Members In Resolving Customer Issues, Ensuring Metrics Related To Customer Satisfaction Are Achieved Through Effective Communication And Problem-Solving Techniques.
- Manage Escalated Calls From Customers And Tier 1 Support Agents, Addressing Complaints And Ensuring Resolutions Meet Customer Expectations.
- Analyze Variations In Floor Performance Metrics, Recommending And Implementing Improvement Actions As Necessary, And Tracking The Effectiveness Of These Initiatives.
- Compile And Prepare Detailed Reports For The Team Leader, Providing Insights On Individual And Team Performance To Facilitate Informed Decision-Making.
- Support Team Members In Maintaining Up-To-Date Knowledge Of Processes And Customer Care Practices, Encouraging Self-Directed Learning And Process Updates.

Skill Requirements

- Strong Understanding Of Customer Service Principles And Practices.
- Proficient In Written And Verbal Communication Skills To Effectively Manage Customer Interactions.
- Basic Knowledge Of Business Acumen To Understand Customer Needs And Organizational Objectives.
- Familiarity With Performance Metrics And Reporting Tools To Analyze Team Effectiveness.

Other Requirements

- Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence

📌 Specialist - Customer Care (México)
🏢 HCLTechnologiesLtd .Sucursal EM Portugal
📍 México