SPE-CX-Multi Channel Helpdesk

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.

À savoir avant de postuler

• Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
• Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
• L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
• Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
• Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
• Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.

À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.