What we do
We are dedicated to helping the world's leading companies build stronger businesses — helping them go from doing digital to being digital.
Cognizant Poland offices are located in Gdańsk, Wrocław, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals and a range of benefits. Be Cognizant!
About the role
We are looking for a fast-paced, dynamic, results-driven Customer Support Agent to join our Small and Medium Business (SMB) team. In this role, you will be the primary point of contact for our merchants, ensuring they derive maximum value from our platform. You will balance proactive relationship management with data-driven strategy to drive retention, resolve complex issues, and identify growth opportunities.
Key Responsibilities
- Revenue Growth & Upselling: Proactively identify opportunities over the outbound calls to introduce add-ons and features to merchants, maximizing revenue per account through strategic upselling.
- Escalated Support Management: Act as the final point of resolution for complex merchant issues managed via Beehive that exceed the scope of standard Customer Support.
- Performance & Productivity: Maintain high efficiency by adhering to agreed Average Handle Time (AHT) targets. You will be expected to manage opportunity volumes effectively (e.g., managing ~45 opportunities per day based on a 10-minute AHT).
- Cross-Market Collaboration: Demonstrate flexibility by providing support to other global markets during periods of lower local workload. This ensures optimal resource utilization and helps maintain high service standards across the entire organization.
- Market Agility: Support the broader team with ad-hoc activities and special projects as requested by the market to meet evolving business demands.
Requirements
The ideal candidate isn't just a problem solver—they are a growth partner. We need someone who can read between the lines of a data report to save a merchant's co-operation while simultaneously identifying the perfect moment to scale their partnership with us.
- Strong verbal communication skills in English and Lithuanian.
- Previous experience in outbound calling, customer service, or sales support is preferred.
- Ability to handle a high volume of calls while maintaining professionalism.
- A high level of agility to thrive in a fast-paced environment and quickly pivot when processes or merchant needs change.
- Good problem‑solving skills and customer‑focused mindset.
- Ability to work with CRM tools and follow structured workflows.
Nice to Have
- Familiarity with performance metrics such as CRM tools (Salesforce/HubSpot), reporting platforms (Looker), and communication stacks (Slack, Outreach, WhatsApp, Beehive).
What we offer
- Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits,
- Open-minded and multinational environment,
- Opportunity to be part of a global organization focused on development,
- Professional development and clear career path,
- Training & development opportunities including language courses.
For more information about us, visit Cognizant Poland.
If you are looking for another opportunity and are interested in the company, do not hesitate to apply online!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.