HR officer (French resource)

Join Capgemini Guatemala as an HR officer (French resource)

Role description

The purpose of this role is to deliver excellent customer service in addressing customer queries/concerns received either from voice or non-voice communication platforms. The resource is expected to document/log all customer interaction accordingly and produce quality service in accordance to set guidelines and key performance indicators.

Another key aspect of the job is the cooperation with other delivery team members, sharing knowledge and expertise, as well as making sure that all the necessary documentation is up to date.

General responsibilities and accountabilities

• Answer customer issues/concerns using voice/non-voice communication tools
• Assess customers’ needs/requests by gathering information, doing research and solving customer issues based on standard processes
• Provide pieces of information needed/requested by customers regarding products and services
• Communicate appropriate options needed to provide timely resolution
• Document/log all customer interactions in accordance to quality standard
• Organize knowledge sharing sessions both within the team and cross teams
• Manage the assigned part of the process according to Capgemini methodology and/or agreed transition plan
• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes
• Coordinate with higher level of support for challenging/non-L1 type of concerns for resolution
• Participate in special tasks and performs other duties as assigned

Skills and qualifications

• Min. 2 years of experience in a call center
• Background/experience of customer service delivery in a similar industry is a requirement
• Demonstrates good oral and written communications skills with ability to articulate in an organized and concise manner
• Establishes customer needs through enhanced probing techniques
• Fluent in English, reading and writing
• Fluent in French, reading and writing
• Good knowledge of MS Office
• Typing/keyboarding proficiency
• Attention to detail and analytical skills
• Ability to cooperate smoothly with other team members
• Flexible to work on shifting schedules

Please complete the form to apply

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Select a value Cobán Salamá Chimaltenango Chiquimula Guastatoya Escuintla Ciudad de Guatemala Huehuetenango Puerto Barrios Jalapa Jutiapa Flores Quetzaltenango Santa Cruz del Quiché Retalhuleu Antigua Guatemala San Marcos Cuilapa Sololá Mazatenango Totonicapán Zacapa Department of Guatemala *

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