Customer Service Representative

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 San Salvador, El Salvador, 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 Mexican 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.