Customer Agent - German speaking

Cognizant; Mesa (AZ); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

401(k) plan and contributions

Long-term/Short-term Disability

Employee Stock Purchase Plan

Job summary

Cognizant is hiring a German-speaking Call Center Agent for an onsite role in Mesa, AZ. You will handle calls, chats and emails, providing professional information and solving customer issues across channels.

Responsibilities include guiding drivers, monitoring vehicle alerts, and submitting work orders while maintaining quality interactions and meeting SLAs. Fluency in English and German and strong communication are essential.

Qualifications

• High School Diploma or equivalent required.
• Fluent in English and German.
• Excellent spoken and written communication.

Responsibilities

• Address issues or tasks assigned through ticketing systems, Chat, Email or Phone channels.
• Provide guidance and support to drivers via phone for break and maintenance requests.
• Assist with monitoring of vehicle alerts, including service alerts, and submit work orders when needed.
• Compose thoughtful, concise messages that align with the client's voice across all channels.
• Monitor rider interactions through internal tools and CRM.
• Escalate to Team Lead with complete troubleshooting description when needed.
• Perform Functional Testing for software and hardware updates as required.
• Maintain up-to-date knowledge of the client's self-driving technology and services.

Skills

English proficiency

German proficiency

Problem solving

First-time resolution

Customer service experience

Communication skills

Technical troubleshooting

Team collaboration

Education

High School Diploma or equivalent

Tools

Service Now

Remedy

Spiceworks

Hubspot

Job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are looking to hire a German-Speaking Call Center Agent for a new project in Mesa, AZ. Our front-line Call Center Agents handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role & Responsibilities

• Address issues or tasks assigned through ticketing systems, Chat, Email or Phone channels
• Provide guidance and support to drivers via phone for break and maintenance requests
• Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and , gas,etc.) and take action as necessary by submitting work orders
• Compose thoughtful, concise messages that align with the client's voice across all channels
• Monitor rider interactions through visual and audio prompts in our internal tools
• Know when to escape to Team Lead with complete troubleshooting description in case notes
• Functional Testing for S/W and H/W related updates on required basis
• Maintain up to date knowledge of the client's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
• Case creation/ categorization – correct client code/prioritization. Case closure, follow up on aging or open tickets.
• Escalate to Team Lead if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system
• Meet internal metrics such as quality, performance SLAs and shift adherence

Required Skills & Qualifications

• At least a High School Diploma or equivalent is required
• Bust be fluent in English and German
• Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• 3-4 years of customer service experience (Experience for a ride sharing service / car company preferred)
• Excellent spoken and written communication skills - (Versant >=65 or CEFR C1)
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic technical troubleshooting knowledge (Technological awareness is a must)
• Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
• Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Preferred Skills & Qualifications

• Experience of working with Tier 1 clients
• Able to collaborate with Team Leads in terms of escalations, Service Outages and change control
• Knowledge/exposure on ticketing tools; Service Now, Remedy, Spiceworks, Hubspot, etc.
• Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision

Salary and Other Compensation:

The hourly rate for this position is $23.50 per hour(negotiable).

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 401(k) plan and contributions
• Long-term/Short-term Disability
• Employee Stock Purchase Plan

Disclaimer:

The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.