SPE-CX-Multi Channel Helpdesk, Lisbon, Lisboa, Portugal

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.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.