Call Center Specialist

Jobs for Humanity; Paris; Hybride; EUR 19 000 - 28 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Paid time off

Résumé du poste

DXC Technology is seeking a Call Center Specialist to deliver exceptional service, handle a high volume of calls across channels, and resolve issues with empathy. The role emphasizes first-contact resolution, knowledge of products, and collaboration with product and tech teams.

You will work in a market-aligned environment with remote or hybrid options, contributing to knowledge base improvements and continuous training.

Qualifications

• Experience in call center or customer service role.
• Ability to stay calm under pressure and communicate clearly.
• Navigate multiple systems while keeping the customer at the center.

Responsabilités

• Answer inbound calls promptly and professionally.
• Make outbound calls for follow-ups and proactive outreach.
• Resolve issues on first contact where possible.
• Document interactions accurately in the CRM.
• Meet service level targets and quality standards.
• Maintain up-to-date knowledge of products and services.
• Identify trends and share insights to prevent escalations.

Connaissances

Active listening

Empathy

Problem solving

CRM software

Data entry

Multi-system navigation

Organizational skills

Reliability

Flexibility (shifts)

Formation

High school diploma or equivalent

Outils

CRM system

Basic computer systems

Description du poste

Jobs for Humanity is collaborating with DXC Technology to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.

Company Name: DXC Technology

Job Description

We are seeking a Call Center Specialist to deliver exceptional service, manage inbound and outbound calls, and resolve customer issues with empathy and efficiency. This role plays a critical part in shaping our customer experience and brand reputation, turning challenges into positive outcomes and building trust with every interaction. In this market aligned role, you will handle a high volume of calls across multiple channels, respond to inquiries, provide accurate information, troubleshoot problems, and log interactions in our CRM. Your empathy, active listening, and clear communication will help de-escalate tense situations and guide customers toward effective solutions. You will collaborate with product and technical teams to address root causes and identify opportunities to improve processes. Key responsibilities include answering inbound calls promptly and professionally, making outbound calls as needed for follow ups and proactive outreach, resolving issues on first contact where possible, documenting interactions accurately, meeting service level targets and quality standards, maintaining up to date knowledge of products and services, delivering consistent messaging, and contributing to knowledge base improvements. You will also identify trends in recurring issues and share insights with the team to prevent future escalations. You will participate in ongoing training and coaching to sharpen your skills. What we are looking for: a customer focused communicator with strong listening skills, ability to empathize and stay calm under pressure, and a problem solving mindset. You should have prior experience in a call center or customer service role, proficiency with basic computer systems and CRM software, and the ability to navigate multiple systems while keeping the customer at the center of the conversation. Strong organizational skills, reliability, and a flexible approach to shift coverage including evenings and weekends may be required. A high school diploma or equivalent is minimum, with some roles offering opportunities for growth with a postsecondary certificate or related training. Bilingual capabilities are a plus but not required; we welcome diverse perspectives and backgrounds. What we offer: a competitive compensation package with an hourly wage and performance incentives, comprehensive medical, dental, and vision coverage, a 401(k) plan with employer match, paid time off, and paid training. We support work life balance with flexible scheduling options and remote or hybrid work arrangements where available. You will have access to modern tools and a supportive team environment that values collaboration, feedback, and recognition. We invest in professional development through continuous learning, coaching, and clear pathways for advancement within the customer care organization. Our culture: we are committed to inclusion and belonging, with a team that respects diverse voices and experiences. You will join a collaborative environment where curiosity, accountability, and customer obsession drive every decision. We celebrate wins as a team and encourage peer learning, mentorship, and career growth.

Responsibilities

• Develop and maintain expert knowledge of products, policies, and promotions to improve first-contact resolution and uncover upsell opportunities during calls.
• Manage data entry with high accuracy in the CRM, ensuring all customer interactions, issues, and outcomes are logged in real time.
• Collaborate with cross-functional teams to triage and resolve complex customer issues, escalating when necessary and tracking progress to closure.
• Monitor key performance metrics such as average handle time, first contact resolution, CSAT, and adherence to schedules, and report trends to leadership weekly.
• Conduct quality assurance reviews of calls and chats using established scoring rubrics, identify coaching needs, and contribute to targeted training.
• Adhere to schedule adherence policies and maintain coverage during assigned shifts, including break times and real-time attendance updates.
• Proactively solicit and document customer feedback, sharing insights with product, training, and QA teams to drive service improvements.