Job Summary
This hybrid role supports a multinational customer experience helpdesk across multiple channels by providing expert assistance in Canadian French and English. The specialist manages day to day customer interactions accurately translates and interprets French content and documents cases clearly for internal stakeholders. The role enhances service quality strengthens client trust and ensures inclusive support for French speaking customers.
Responsibilities
- Support multi channel helpdesk operations by handling French speaking customer inquiries through voice chat and email and resolving issues in a timely and courteous manner to maintain high service satisfaction.
- Provide clear and accurate interpretation of French Canadian conversations into English for internal teams ensuring that customer needs and concerns are fully understood and appropriately addressed.
- Translate French written content such as tickets messages and knowledge articles into English with strong attention to context and nuance supporting consistent communication across the organization.
- Manage assigned helpdesk tickets from intake through resolution by documenting interactions actions taken and outcomes in the case management system to enable transparent reporting.
- Collaborate with cross functional teams including technical and operations staff to clarify customer issues and coordinate effective solutions that improve the overall customer experience.
- Monitor day shift queues and prioritize cases based on urgency and impact ensuring prompt handling of critical incidents while maintaining agreed service levels for routine inquiries.
- Apply domain knowledge of online environments and digital customer journeys to understand common user challenges and propose practical resolutions that reduce repeat contacts.
- Contribute to continuous improvement by identifying recurring French language issues or content gaps and recommending enhancements to helpdesk scripts templates and self service resources.
- Maintain high standards of language quality by reviewing personal interactions and translations for accuracy tone and cultural appropriateness supporting inclusive communication for French speakers.
- Adhere to hybrid work model guidelines by effectively balancing on site collaboration and remote tasks while sustaining productivity and reliable availability during scheduled day shifts.
- Follow established compliance privacy and data protection policies when handling customer information ensuring secure and ethical management of all helpdesk interactions.
- Participate in training sessions and knowledge sharing activities to stay updated on products processes and French language best practices supporting continuous skill growth.
- Support the company mission by delivering empathetic efficient and linguistically accurate customer care that reinforces brand reputation and contributes positively to society through accessible multilingual support.
Qualifications
- Demonstrate native or near native fluency in French with strong speaking reading and writing abilities and solid comprehension skills enabling effective communication with diverse customers.
- Exhibit reliable skills in translating French content into clear and concise English with attention to meaning and context that supports stakeholders in understanding customer needs.
- Show practical experience in handling online or digital service interactions such as web platforms or customer portals enabling confident navigation of modern helpdesk tools.
- Utilize strong communication and interpersonal skills to explain resolutions in a respectful and inclusive manner contributing to positive customer outcomes and repeat satisfaction.
- Apply structured problem solving skills to analyze issues received through multiple channels and propose actionable solutions that align with helpdesk procedures.
- Use time management and organizational abilities to handle multiple tickets during day shifts while meeting agreed service level targets and quality expectations.
- Demonstrate adaptability to hybrid work conditions and evolving processes while maintaining consistent performance and proactive participation in team communications.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
