Customer Service Representative

Cognizant; México; On-site; MXN 180,000 - 240,000; Full time

Job summary

Cognizant in Mexico is seeking a Customer Experience Agent to support hi-tech client inquiries and issues. The role involves handling calls, resolving requests, and coordinating with internal teams from the office in rotational shifts.

Strong spoken English, attention to detail, and adherence to service procedures are essential to maintain high quality and operational efficiency.

Qualifications

• Fluent spoken English with clear communication to diverse customers.
• Experience in hi-tech products or services enabling issue understanding.
• Analytical thinking to diagnose requests and propose resolutions.
• Ability to manage tickets and maintain accurate records.
• Comfort with rotating office shifts and customer-centric service.

Responsibilities

• Handle inbound and outbound calls interactions to provide clear, accurate, and timely resolutions while maintaining high service quality.
• Manage backoffice ticket lifecycle from creation to closure with documentation and routing to the correct teams.
• Coordinate with cross-functional internal stakeholders to clarify requests and support reliable service outcomes.
• Monitor queues and backoffice workflows to balance workload and escalate complex cases as needed.
• Communicate with customers in fluent English to explain solutions and set expectations.
• Analyze recurring issues and suggest improvements to enhance efficiency and customer experience.
• Follow standard operating procedures to ensure compliance with policies and data protection.
• Update knowledge bases with resolved cases to improve future interactions.
• Collaborate with team members during shifts to ensure smooth handovers and continuity.

Skills

Fluent English

Customer service experience

Hi-tech product/services knowledge

Analytical thinking

Communication skills

Ability to work in rotational shifts

Attention to detail

Tools

Ticketing system

CRM

Office productivity tools

Job description

Job Summary

This role supports customer experience customer Service Agent operations for a global technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.

Job Summary

This role supports customer experience customer Service Agent operations for a global technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.

Responsibilities

• Handle inbound and outbound calls interactions for hi tech customers to provide clear accurate and timely resolutions while maintaining high service quality standards and adherence to support procedures
• Manage backoffice ticket lifecycle from creation to closure to ensure proper documentation prioritization and routing of issues to the correct technical or business teams for efficient resolution
• Coordinate with cross functional internal stakeholders to clarify customer requests gather relevant information and support the delivery of consistent and reliable service outcomes
• Monitor helpdesk queues and backoffice workflows to balance workload respond within defined service timelines and elevate complex cases using established escalation paths when necessary
• Communicate with customers in fluent spoken English to explain solutions set expectations and reduce repeated contacts while maintaining a professional and empathetic tone in every interaction
• Analyze recurring customer issues and service patterns in hi tech contexts to identify process gaps and suggest improvements that enhance efficiency accuracy and customer experience
• Follow defined helpdesk and backoffice standard operating procedures to ensure compliance with company policies industry regulations and data protection requirements relevant to hi tech operations
• Update knowledge bases and internal reference materials with validated information from resolved cases so future interactions are more efficient and consistent across the helpdesk team
• Use office productivity and case management tools to capture detailed case notes track progress and produce simple status reports that support transparency and informed decision making
• Collaborate with team members during rotational shifts to share context on active cases ensuring smooth handovers and continuity of service across different working hours
• Support continuous improvement initiatives by providing feedback on tools workflows and communication practices so that the helpdesk function evolves with changing hi tech business needs
• Adhere to work from office requirements and rotational shift schedules to maintain reliable coverage for global customer operations while demonstrating flexibility in working hours when business demands require
• Contribute to the organizations broader mission by helping hi tech customers resolve service obstacles quickly thereby supporting innovation productivity and positive societal impact through technology use

Qualifications

• Demonstrate strong proficiency in spoken English with the ability to explain technical and process related information clearly to diverse customer groups and internal stakeholders
• Bring practical experience working with hi tech products services or environments enabling accurate understanding of customer issues and context specific problem solving
• Apply structured analytical thinking to assess customer requests identify root causes and propose effective resolutions that align with defined helpdesk policies and quality standards
• Utilize office based collaboration and productivity tools to manage tickets share updates and maintain accurate records that support transparent and efficient operations in a backoffice setting
• Show adaptability and reliability in rotational shift work by maintaining consistent performance attention to detail and focus during varying working hours in a work from office model
• Exhibit strong interpersonal and customer service skills by engaging respectfully managing expectations and striving to create positive experiences that reflect the company commitment to customer centricity
• Develop familiarity with hi tech industry trends basic terminology and common customer challenges to enhance relevance and effectiveness in daily helpdesk interactions and case handling