Customer Service Representative

Cognizant; Región Centro; Presencial; MXN 89.280 - 133.920; Jornada completa

Descripción de la vacante

Cognizant is seeking a Customer Support Agent to deliver high-quality support across various channels including voice, chat, and email. This role is crucial for ensuring customer satisfaction and adherence to compliance standards within a 24/7 operation.

The ideal candidate will have experience in contact center operations, strong communication skills in both Spanish and English, and a customer-centric approach to problem-solving. This position offers opportunities for training and whole-team performance improvement.

Formación

• 0–5 years of experience in Contact Center / BPO operations.
• Strong proficiency in Mexican Spanish (native or near-native) and B1 level English proficiency.
• Experience supporting Inbound and Outbound Voice, Chat, and Email processes.

Responsabilidades

• Handle incoming and outgoing customer interactions via voice, chat, and email.
• Resolve customer queries accurately within defined SLAs.
• Document interactions correctly in CRM/ticketing systems.

Conocimientos

Customer focus

Problem-solving

Multitasking

Communication in Spanish

Communication in English

Herramientas

CRM tools

Descripción del empleo

Join our team as a Customer Support Agent where you will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.

Responsibilities

• Handle incoming and outgoing customer interactions via voice, chat, and email.
• Resolve customer queries accurately within defined SLAs.
• Document interactions correctly in CRM/ticketing systems.
• Adhere to schedule, quality standards, and information security policies.
• Meet individual and team performance benchmarks defined by the process.
• Participate in training, calibrations, and continuous improvement initiatives.

Qualifications

• 0–5 years of experience in Contact Center / BPO operations
• Strong proficiency in Mexican Spanish (native or near‑native) and B1 level English proficiency; excellent verbal and written communication.
• Experience supporting Inbound and Outbound Voice, Chat, and Email processes
• Working knowledge of CRM tools and basic systems navigation
• Strong customer focus, problem-solving, and multitasking skills.