“盲人客服”探路者
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Blind woman does a good job in online customer service
小黄（画面右）和小尤在安静的办公室里回复网友提问。13岁时的一场病，让小黄双目失明；小尤来自台州，18岁时他意外致盲，如今尚存部分视觉。
在宁波工程学院翠柏校区众创社区的一间办公室里，小黄坐在办公桌旁，指尖在电脑键盘上跳跃着。一行行字体在屏幕的对话栏里弹出来，回复给了网络另一端的询问者。
May in Ningbo is sunny and warm, with abundant flowers blooming. In an office at the Cuibai Campus of Ningbo University of Technology, Huang is busy touch-typing to communicate with online customers.
窗外春花灿烂，正是江南最美时节，但小黄只能靠空气中恬淡的气息来感受春天。13岁时的一场病，让她双目失明。
The 20-year-old can't see the beautiful scenery out of the window; she can only smell the season's fragrances. A serious illness at the age of 13 left her blind in both eyes.
3月初，小黄告别家人，只身从故乡广西南宁乘坐高铁来到宁波，参加宁波市首期“盲人客服”定向培训班。
In March this year, Huang attended an online customer service representative (CSR) training class in Ningbo, the first of its kind in the city targeting the employment of visually impaired persons.
历经20多天的培训学习，克服重重困难，小黄和来自台州的小伙子小尤顺利通过考核，成为宁波首批上岗的“盲人客服”。借助电脑、手机，他们为一家旧衣公益回收平台做网络咨询服务工作。
After 20 days of training, Huang and a young man surnamed You passed the examination and have become part of the first batch of visually impaired persons to obtain their qualifications to become professional CSRs. After receiving their certificates, Huang and You were both hired by a local charitable company that recycles secondhand clothes. Their daily work is to provide online services to customers by mobile phone and computer.
对健全人来说，学习操作电脑并非难事。但视障人士就要通过多倍努力，通过摸索和手感，记住键盘上每个字母的位置，实现真正意义上的“盲打”。此外，他们还要记牢模板中的各种解答技巧，以便能答复网友提出的各种问题。
Typing and operating a computer, which present little difficulty to people with sound eyesight, take more effort for the visually impaired. As professional CSRs, Huang and You must master touch-typing with the utmost accuracy and memorize all the trouble-shooting techniques saved in the template so that they can effectively answer questions raised by customers.
小黄和小尤要和平台上的20余位其他客服同台竞争。作为视障人士，他们倍加珍惜来之不易的工作机会，更加专注于手头的工作。
Huang and You work with other 20 CSRs on the same platform. Understanding that this is a rare job opportunity, they cherish it and work very hard.
网友提出的问题都是文字信息，小黄需要依靠笔记本电脑和手机上的语音辅助功能将文字转化为语音，然后给予解答。
When Huang answers customer questions, she first translates their text messages into voice using the auxiliary function of mobile phone or computer, and then offers them a solution.
上班之初，他们很快进入了状态，每天能够回复一两百条网友的咨询，甚至比新入岗的普通客服效率更高。“秒回”的速度，让网友想不到网络对面是一位视障人士。
Everything was difficult for Huang and You in the beginning, but practice makes perfect. Now Huang is able to carry out the job with skill and ease. She answers about 200 questions every day on average, far exceeding her colleagues. Customers don't even know they are being served by a visually impaired CSR.
在残障人士就业群体中，视障人士的就业尤显困难，目前他们绝大部分的就业出路是“盲人按摩”。钢琴调律师、心理咨询师更多的是以个案就业形式存在，项目难以复制。
Still, employment for visually impaired people is the most difficult among different disabled groups. Most visually impaired people work in the massage field, and very few have become piano tuners or psychological consultants, for instance.
“盲人客服”复制性较强，目前相关岗位需求不少于100人。作为首批“盲人客服”，小黄和小尤担起探路者的担子。如果能够胜任此项工作，他们将为视障人士就业探出一条新路，打开一扇新窗。
But today, with an increasing demand for online CSRs, more young people are turning their attention this field. Huang and You have been praised by their peers as an example of how visually impaired persons can be skillfully employed.
（文/摄 张培坚 英译/李京荣）
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