About the role
As a Customer Support Agent, you will make an impact by delivering high-quality, customer-centric support across voice, chat, and email channels. You will be a valued member of the Customer Experience team and work collaboratively with operations leads, quality teams, and cross-functional stakeholders to ensure seamless service delivery in a 24/7 environment.
In this role, you will:
- Manage inbound and outbound customer interactions across voice, chat, and email channels
- Resolve customer inquiries accurately and efficiently within defined service level agreements (SLAs)
- Document all interactions clearly and accurately in CRM and ticketing systems
- Adhere to schedules, quality standards, and information security/compliance policies
- Meet or exceed individual and team performance metrics and targets
- Participate in training sessions, calibrations, and 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 wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring presence in a Cognizant office in Zapopan, Jalisco, supporting a 24/7 operation.
The working arrangements for this role are accurate as of the date of posting and may change depending on project or client requirements.
What you need to have to be considered:
- 0–5 years of experience in contact center or BPO operations
- Strong proficiency in Spanish (native or near-native) and B1 level English
- Experience supporting voice (inbound/outbound), chat, and email channels
- Working knowledge of CRM tools and basic system navigation
- Strong customer focus with proven problem-solving and multitasking skills
These will help you stand out:
- Previous experience in a fast-paced, metrics-driven environment
- Familiarity with quality and compliance frameworks in contact centers
- Strong listening skills and ability to handle challenging customer situations with empathy
- Adaptability to changing processes and tools
- Commitment to continuous learning and improvement
We’re excited to meet people who share our passion for delivering exceptional customer experiences. Don’t hesitate to apply—even if you don’t meet every requirement. Your unique skills and experiences may make you a great fit for this role.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。