Customer Support for Online Video Streaming platform - Russian

Cognizant; Lisboa; Presencial; EUR 20 000 - 30 000; Tempo integral

Resumo da oferta

A leading IT services provider in Lisbon seeks a Customer Support Agent to assist premium membership users. The role requires strong communication in Russian and English, alongside prior customer service experience. Support tasks include troubleshooting and document actions taken. A comprehensive relocation package, training, and flexible hours are offered.

Serviços

Paid training

Relocation package

Private health insurance

Life insurance

Child benefits

Employee Assistant Program

Discount membership to gyms

Corporate discounts

Qualificações

• At least 12 months of direct customer service experience.
• Experience in contact centers in a B2C and/or B2B environment.
• Proven ability to meet customer needs.

Responsabilidades

• Provide outstanding multi-channel support to users.
• Identify and troubleshoot client problems.
• Document actions and categorize cases.

Conhecimentos

Customer service experience

Live customer support

Written and spoken communication in Russian

Fluency in English

Active listening

Ability to handle difficult situations

Descrição da oferta de emprego

Overview

Embrace the future!

Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.

You will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service.

You can see the details below and we would be happy to address any questions you might have.

Responsibilities

• Audience is the premium membership customers
• Identifying the client’s problem; troubleshooting them to find the solution
• Documenting each action you take; and categorizing cases and possible bugs
• E.g. Fix account issues; Fix playing videos issues or uploading problems
• Soft Troubleshooting

What we7re looking for

• At least 12 months of direct customer service experience required, preferably in contact centers in a B2C and/or B2B environment
• Live customer support experience (phone, chat, email)
• Excellent native level written and spoken communication skills in Russian
• Fluency in English
• Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information)
• Ability to handle difficult situations.
• Provide customer and technical support to customers through phone, email and chat requests
• Openness to work flexible hours as required (may include evenings, weekends and/or holidays)
• EU Citizenship or a valid Portuguese Work Permit required

Our offer

• Contract from day 1 and paid training
• Relocation package (for illegible candidates moving to Lisbon from abroad)
• Training and development opportunities
• Private health insurance including close family (Spouse + children free of charge)
• Life insurance
• Child benefits such as Nursery Voucher and Student Voucher
• Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
• Discount membership and access various gyms across Portugal
• Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
• In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily