COMPANY OVERVIEW
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.
Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the Nasdaq-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.
Due to our continues success, we are now expanding in Portugal and currently looking to recruit a team of French and English speaking Customer Services agents for permanent roles.
Minimum Qualifications:
• BA/BS degree or equivalent practical & relevant experience of 3+ years in customer service profile
• Experience in data center environment providing customer support, triaging & resolving issues
• Ability/experience in handling technical/financial product support through all channels - Phone, Email and Chat
• Excellent business writing skills
• Good typing speed (50 wpm & more)
• Service-oriented approach
• Fluent in English & French
• Excellent oral & written business communication skills
• Proficient in Microsoft Office/Google Suite
Preferred Qualifications:
• Ability to work in multicultural environment, and as part of cross-functional teams.
• Attention to details.
• Strong analytical background and experience.
• Ability to multitask and prioritize under pressure.
• Ability to work in a dynamic and fast-paced environment.
Skills:
• Previous customer service experience using similar platforms and channels
• Responsible, qualified to handle sensitive user info
• Proven ability with working under a metrics driven environment inclusive of CSAT and case resolution times
• Previous experience in troubleshooting & customer support
• Previous experience working with Google products (good to have skill)
Responsibilities:
• Answering tickets (English and French) according to SLA, TRT and quality requirements
• Following 'case-handling' protocol (will be defined for most of the known cases)
• Using canned responses as well as free flow responses depending on the issue
• Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
• Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback):
• Review and tag feedback cases based on content
• Escalate to tickets
• Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
• Ad hoc deep dives analysis on cases received
What can Cognizant offer you ?
Today, you have an opportunity to build your career in a unique way, a way that creates an impact for you and your professional career. Our team has an open and entrepreneurial spirit, allowing to influence the way we operate today and build the future of tomorrow.
Our projects and opportunities are geared towards teamwork, performance, an attractive career and personal development.
Are you interested ?
In order to discuss the opportunity further, we would like to get in touch and introduce to you this unique opportunity to you.
Job Location : Lisbon, Lisboa, Portugal
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
