About the role
As a Bilingual Customer Support Agent, you will make an impact by delivering high-quality customer support through voice, chat, and email channels, ensuring positive customer experience and operational excellence. You will be a valued member of the Customer Experience team and work collaboratively with team leaders, quality analysts, trainers, and cross-functional partners to support business objectives.
In this role, you will:
- Handle inbound and outbound customer interactions through voice, chat, and email channels.
- Resolve customer inquiries and requests accurately and efficiently while meeting established service level agreements (SLAs).
- Document customer interactions and case details accurately in CRM systems and ticketing tools.
- Adhere to work schedules, quality standards, and information security policies.
- Achieve individual and team performance goals while contributing to continuous improvement initiatives.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various well-being programs. Based on this role’s business requirements, this is an onsite position requiring 5 days per week in a client or Cognizant office in São Paulo, Brazil.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
Shift Availability:
- 5:00 AM to 1:00 PM
- 1:00 PM to 10:00 PM
- 10:00 PM to 6:00 AM
Availability to work weekends and holidays is required.
What you need to have to be considered
- Advanced English proficiency, both written and verbal.
- Experience providing customer support through voice, chat, and email channels.
- Ability to resolve customer requests while maintaining service quality and meeting SLAs.
- Experience using CRM platforms, ticketing systems, and customer service tools.
- Strong written and verbal communication skills.
This will help you stand out
- Previous experience in a Contact Center or BPO environment.
- Experience supporting customers in a multichannel service operation.
- Knowledge of Customer Experience (CX) best practices.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working in performance-driven and metrics-focused operations.
Please submit your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
