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Agente de Servicio al Cliente

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¡Estamos contratando!

En Cognizant tenemos una oportunidad ideal para que formes parte de una de las empresas más grandes del sector digital a nivel mundial. Somos un Great Place To Work, donde buscamos personas que aporten nuevas ideas y disfruten de un entorno dinámico y en constante crecimiento. En Cognizant promovemos una cultura inclusiva, valoramos las diferentes perspectivas y ofrecemos oportunidades de crecimiento y desarrollo profesional.
#WelcomeToCognizant

Tenemos una emocionante oportunidad para una persona excepcional que brindará soporte a uno de nuestros clientes.

Ubicación

Oficina: Guadalajara
Modelo de trabajo: Rotación 24x7, 5 días en oficina.
Para el turno nocturno, se proporcionará transporte.

Descripción del Rol

El Process Executive – Service Delivery (IOA) será responsable de brindar soporte al cliente de alta calidad a través de canales de voz entrante y saliente, chat y correo electrónico. El rol requiere sólidas habilidades de comunicación, enfoque al cliente y apego a los estándares de cumplimiento y entrega de servicios de Cognizant en un entorno 24/7.

Responsabilidades Clave

  • Atender interacciones entrantes y salientes de clientes por voz, chat y correo electrónico.
  • Resolver consultas de clientes de manera precisa dentro de los SLAs establecidos.
  • Documentar correctamente las interacciones en sistemas CRM / de tickets.
  • Cumplir con horarios, estándares de calidad y políticas de seguridad de la información.
  • Alcanzar los indicadores de desempeño individuales y de equipo definidos por el proceso.
  • Participar en capacitaciones, calibraciones e iniciativas de mejora continua.

Conocimiento de Métricas Operativas

  • Tiempo Promedio de Atención (AHT)
  • Nivel de Servicio (SL)
  • Resolución en el Primer Contacto (FCR)
  • Puntuaciones de Calidad
  • Satisfacción del Cliente (CSAT)
  • Adherencia a horarios
  • Productividad / Utilización

Experiencia y Habilidades Requeridas

  • 0 a 2 años de experiencia en operaciones de Contact Center / BPO.
  • Dominio sólido del español mexicano (nativo o casi nativo) y nivel de inglés B2/B1; excelente comunicación verbal y escrita.
  • Experiencia en soporte de procesos de voz entrante y saliente, chat y correo electrónico.
  • Conocimiento básico de herramientas CRM y navegación en sistemas.
  • Fuerte enfoque al cliente, habilidades de resolución de problemas y multitarea.

Requisitos de Turno

  • Disponibilidad para trabajar en turnos rotativos 24/7, incluyendo turnos nocturnos, fines de semana y días festivos.
  • Trabajo 100% en oficina.

Competencias Cognizant

  • Enfoque en el Cliente
  • Excelencia en la Ejecución
  • Responsabilidad y Sentido de Pertenencia
  • Conciencia de Cumplimiento y Riesgos

¿Por qué Cognizant?

  • Impulsa tu carrera en uno de los proveedores de servicios de TI más grandes y de más rápido crecimiento a nivel mundial.
  • Recibe apoyo continuo e inversión en planes de capacitación y desarrollo.
  • Accede a un paquete altamente competitivo de salario y prestaciones.
  • Ten la oportunidad de trabajar con empresas líderes a nivel global.
  • Estamos comprometidos con el respeto a los derechos humanos y con la construcción de un mejor futuro, apoyando tanto a las personas como al medio ambiente.
  • Invertimos en nuestra gente y en su bienestar.
  • Creamos las condiciones para que todos puedan desarrollarse. No discriminamos por raza, religión, color, sexo, edad, discapacidad, nacionalidad, orientación sexual, identidad o expresión de género, ni por ninguna otra condición protegida.

En Cognizant creemos que nuestra cultura nos hace más fuertes.

¡Únete a nosotros!

#BeCognizant #IntuitionEngineered

What we offer

  • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
  • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
  • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
  • A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
  • Flexible health and financial benefits to support you and your eligible dependents—from day one.
  • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Your path to Cognizant

Wondering what to expect after you apply? Here’s a peek at our recruitment process—and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.

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Step 1: Application

Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.

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Step 2: Recruiter call

If one of our recruiters sees a fit, they’ll set up a short introductory call to learn more about you and how your experiences and skills align with the role.

Step 3: Interview(s)

If you and our team would like to continue the process, you’ll meet with one of our hiring managers. Some roles may also require technical assessments and/or client interviews.

Step 4: Final decision

Our hiring team will then review each candidates’ potential to succeed in the role. This process may take some time because we want to get it right—but you can count on us to keep you updated.

Benefits that help you thrive and grow

Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people—so they can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

Financial wellbeing

We regularly review market data to ensure compensation is competitive and reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, discount programs, etc.

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Physical and mental wellbeing

Physical and mental wellbeing

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

Your Career, Your Way
Your career, your way

Your career, your way

With 90% of our associates building skills through GenAI training, job shadowing, industry certifications and more, you have everything you need to build a full career.

Professionals
Real-world impact

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

02.2026 Superlearner Debashish
"Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.”
Debashish Mishra SAP MM Developer
Laura Reynaud
"Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be."
Laura Reynaud Lead Counsel
Lucas Hoffman
“I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!”
Lucas Hoffman Consultant
Sujatha’S Journey Main
“When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.”
Sujatha Gopalakrishnan Portfolio Delivery Lead
Paulo Miguel Epili Main
"Nobody here says ‘that’s not my job.’ People just help. That’s the entrepreneurial culture that makes me stay at Cognizant.”
Paulo Miguel Epili Sr. Process Executive

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