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.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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.
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.