Agente Bilíngue de Suporte ao Cliente

Cognizant; São Paulo; Presencial; BRL 36 000 - 48 000; Tempo integral

Resumo da oferta

Cognizant in São Paulo is seeking a Bilingual Customer Support Agent to deliver high-quality support across voice, chat, and email channels. You will join the Customer Experience team and help ensure a positive customer experience while meeting SLAs.

The role requires Advanced English, experience with CRM and ticketing tools, and a willingness to work in an onsite, client- or Cognizant-office setting. Weekend/holiday availability is expected.

Qualificações

• Advanced English proficiency, both written and verbal.
• Experience providing customer support via voice, chat, and email.
• Ability to resolve requests while meeting SLAs.
• Experience with CRM, ticketing systems, and related tools.
• Strong written and verbal communication skills.

Responsabilidades

• 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.

Conhecimentos

Advanced English

Customer support

CRM usage

Multichannel support

Ferramentas

CRM platforms

Ticketing systems

Customer service tools

Descrição da oferta de emprego

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.