SPE-Customer Support role with German, Lisbon,LI-RochaCondebidos, Lisboa, Portugal

Job Summary

Serve as a customer experience specialist in a hybrid multichannel helpdesk using native level German skills to handle inquiries issues and requests from online and high technology clients in a professional and empathetic manner while consistently translating German content to English and vice versa to support seamless collaboration with global teams and enhance overall customer satisfaction and service quality.

Responsibilities

Handle multichannel customer inquiries in German through voice chat and email while maintaining a courteous and solution focused communication style that enhances trust and satisfaction among clients and end users.
Translate customer queries documents and knowledge base content from German to English and from English to German while preserving context tone and accuracy to support effective collaboration with global support and operations teams.
Provide clear concise and context aware explanations in German to customers regarding product features usage guidance and account issues so that they can resolve common problems independently and efficiently.
Document each interaction in the ticketing system using structured notes in both German and English to ensure accurate case tracking future reference and continuous improvement of service processes.
Collaborate closely with cross functional stakeholders such as technical support quality assurance and operations to escalate complex cases and ensure timely resolution for customers of online and high technology services.
Follow defined standard operating procedures and knowledge articles while also suggesting practical improvements based on recurring issues and customer feedback to enhance the overall helpdesk workflow.
Monitor daily service queues and prioritize tickets according to urgency impact and service level agreements so that key customer commitments are consistently met in a day shift hybrid work model.
Assist in creating and updating frequently asked questions and help content in German based on new product releases policy changes and emerging customer needs to reduce incoming contacts and improve self service options.
Conduct basic troubleshooting steps in German for common issues related to online platforms and high technology solutions while clearly explaining each step to customers to increase their confidence and success rates.
Maintain confidentiality and data protection standards when handling sensitive customer information across all channels ensuring compliance with company policies and regional regulations.
Participate in periodic training sessions and feedback reviews focused on language quality cultural nuances and customer experience best practices to continually improve communication and service delivery.
Track and report recurrent customer pain points in German markets to inform product and process enhancements that align with the organizations goal of delivering accessible and reliable digital experiences.
Adhere to punctuality attendance and performance metrics while effectively managing workload in a hybrid environment that combines onsite collaboration and remote work arrangements without requiring travel.

Qualifications

Demonstrate native level proficiency in German with strong reading writing and speaking abilities along with solid comprehension skills in English to manage translation and bilingual communication tasks effectively.
Exhibit proven experience in German to English translation and interpretation within a customer support or service related environment ensuring that nuanced information is conveyed accurately and without ambiguity.
Apply prior exposure to online platforms or high technology services where possible to contextualize customer issues and provide more relevant and practical guidance during interactions.
Show strong active listening skills empathy and cultural sensitivity when communicating with diverse customer groups to deliver an inclusive and respectful support experience.
Utilize basic computer literacy knowledge of common office tools and familiarity with ticketing or customer relationship systems to handle daily operational tasks efficiently in a hybrid work setting.
Display reliable time management skills and the ability to prioritize multiple tickets and tasks while maintaining high quality standards within defined day shift schedules.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.