SPE-CX-Multi Channel Helpdesk

Job Summary

Join our dynamic team as a Multi-Channel Helpdesk Specialist where youll leverage your expertise in French translation and understanding to support our ISV and Hi-Tech domains. With a hybrid work model and day shifts youll play a crucial role in enhancing customer experience by providing seamless communication and support. Your contributions will directly impact our companys success and customer satisfaction.

Responsibilities

• Provide exceptional support to customers by translating French communications into English ensuring clear and accurate information exchange.
• Utilize your understanding of French to effectively address customer inquiries and resolve issues in a timely manner.
• Engage with customers through multiple channels including email chat and phone to deliver a seamless helpdesk experience.
• Collaborate with cross-functional teams to ensure customer issues are resolved efficiently and effectively.
• Maintain detailed records of customer interactions and transactions documenting inquiries complaints and actions taken.
• Analyze customer feedback to identify trends and areas for improvement contributing to the enhancement of our services.
• Assist in the development and implementation of helpdesk policies and procedures to improve operational efficiency.
• Stay updated with the latest industry trends and technologies to provide informed support and recommendations.
• Contribute to the creation of knowledge base articles and training materials to support team development.
• Ensure compliance with company policies and procedures while handling customer data and communications.
• Participate in team meetings and training sessions to continuously improve skills and knowledge.
• Support the ISV and Hi-Tech domains by understanding their specific requirements and providing tailored assistance.
• Foster a positive and professional relationship with customers enhancing their overall experience with our company.
  
  

Qualifications

• Demonstrate proficiency in French translation and communication ensuring accurate and effective customer interactions.
• Possess a strong understanding of the ISV and Hi-Tech domains enabling tailored support and solutions.
• Exhibit excellent communication and interpersonal skills to engage with diverse customer profiles.
• Show adaptability to a hybrid work model balancing remote and in-office responsibilities effectively.
• Display strong problem-solving skills ensuring timely resolution of customer issues.
• Have a minimum of 2 years of experience in a similar role with a maximum of 4 years preferred.

Skills Required
French Translation, Problem-solving, Communication