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.
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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
