HR officer (French resource)

About the Position

Join Capgemini Guatemala as an HR officer (French resource) to deliver excellent customer service and manage customer interactions.

Responsibilities

• 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 with quality standards
• 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 perform other duties as assigned

Requirements

• Minimum 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 communication skills with the 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

We Offer

• Opportunity to work with a leading global company
• Professional growth and development opportunities
• Collaborative and dynamic work environment

About the Company

Capgemini is a global leader in consulting, technology services, and digital transformation. We are committed to creating an inclusive and innovative workplace where our employees can thrive and make a difference.