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DESCRIPTION
Shift work: 8am-5pm / 1pm-10pm (rotational)
What we do
At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — helping them go from doing digital to being digital.
About the role
- Interact with users via email, phone, and chat.
- Represent as the point of contact with important and strategic users.
- Analyze and evaluate users’ specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs.
- Meet and exceed personal targets in a fun and challenging team environment.
- Escalate complex user issues to internal teams and provide context to the reason for the escalation.
- Be able to deliver conclusions from data given to you (suggesting training needs based on previous ticket volume).
- Work to resolve user issues within first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity.
- Identify opportunities to improve the user experience with better tooling or product fixes.
REQUIREMENTS
Skills and experience
- Fluent French (at least C1) & English (min B2).
- Willingness to work from the office in Bucharest.
- Experience handling customers within a call center environment and maintaining the highest levels of customer satisfaction.
- Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment.
- Ability to adjust communication style depending on the level technical ability of the audience.
- Understands the level of service expected for Priority accounts.
- Able to adapt quickly to changes in workflows.
- Highly empathetic and thoughtful, with ability to understand customers’ business challenges and tailor a solution adapted to their needs.
- Demonstrated ability to solve complex support problems, often in the absence of defined workflows.
