Full-time in office
Location: Alcântara, Lisbon
Schedule: rotative between Monday to Saturday, 8h to 22h
Channels: live inbound phone calls, emails and live chat
Description
Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.
In this role you will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service.
Requirements
- Experience in direct customer service experience required, preferably in contact center environment.
- Live customer support experience (phone, chat, email, in-person, etc.) is preferred.
- Native or proficient French language level and B2 or above level in English language.
- Excellent written and spoken communication skills.
- Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard.
- Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information).
- Ability to handle not only customers’ emotions, but also being able to empathize with the client’s case.
- Organization skills and the ability to manage time and tasks efficiently.
- Quick learner and adaptable to learn new processes, concepts, and skills as well as being able to understand that an Operation is an ever-changing organism.
- Proficiency using Google products, and general digital platforms and software. Being tech savvv.
- Comfortable and knowledgeable about general KPIs: C-SAT (Customer Satisfaction) or NPS (Net Promoter Score), SLAs (Service Level Agreement).
- Openness to work flexible hours as required (may include evenings, weekends and/or holidays).
Responsibilities
- You will be answering customers’ queries via live inbound phone calls, e-mail or live chat, identifying the client’s problem; troubleshooting them to find the solution; documenting each action you take; and categorizing cases and possible bugs, so that the engineering team to address them as a bunch.
- You will be dealing with accounts that generate revenue to our client’s platform and that receive revenue from the platform, identifying their problems, and assisting them so that those problems are fixed asap.
- You will have to identify and escalate complex problems according to defined procedures.
- Good customer support skills and experience are of utmost importance to be successful.
Our offer
- Base salary and bonuses
- Paid training and contract
- Relocation package (for illegible candidates moving to Lisbon from abroad)
- Training and development opportunities
- Private health insurance including close family (Spouse + children free of charge)
- Life insurance
- Child benefits such as Nursery Voucher and Student Voucher
- Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
- Discount membership and access various gyms across Portugal
- Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
- In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.
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.
