Customer Support Representative (French)

Customer Support Representative (French)

Job details

Job location: Budapest, Hungary, 9th District, Mill Park office building

Role type: permanent

Full time employment, 40 hours/week

About the Customer:

We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

This position involves the following:

• Provide exceptional support for our applications and associated services
• Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
• Meet and exceed service level goals
• Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
• Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
• Stakeholder/Business Management:
• Respond through email and chat
• Meet/Exceed targets set within the key research activities
• Process Improvements and Adherence:
• Ensure process guidelines are followed and met as documented
• Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
• Adhere to security practices set by organization
• People/Team:
• Contribute to and participate proactively in knowledge sharing sessions
• Participate and contribute to organizational level activities
• Personal Excellence:
• Record own attendance and Cognizant related queries
• Complete mandatory training for self as identified
• Align individual goals with team objectives (work cohesively with the team)

**This role requires work in 24/7 environment, work on national holidays (as allowed by local regulations)**

Key Responsibilities:

• Supports customers through telephony, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the client’s Agreement Cloud to provide customer resolution and proactive customer recommendations
• Responsible for resolving customer issues including complex account, subscription and billing scenarios supporting subscription management
• Meet and exceed the client’s Customer Support service level goals and KPIs
• Partner with internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
• Provide critical feedback related to improvements of the product and tools to impact customer experience
• Promote the client’s products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs

Basic Qualifications:

• High School Diploma
• Expert understanding of desktop operating systems including Microsoft Windows 2000

Preferred Qualifications:

• General understanding of internet technologies
• Understanding of Windows, Android and Apple OS is a plus
• Experience using Salesforce.com a plus
• Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric
• Superior oral and written communication skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Attention to detail, excellent organizational skills, superior time management skills
• Ability to work in a collegial fashion with peers in other organizational units
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
• Previous experience in a customer or technical support role a plus
• Fluency in Spanish a plus
• Bachelor’s degree or higher in a relevant field preferred

We offer:

• Chance to be part of a rapidly expanding organization
• Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
• Multilingual environment, native colleagues
• Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
• Flexible working hours with home office possibility
• Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
• Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
• Reimbursable language courses
• Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
• High value awards and recognitions, annual bonus for top performers, and annual salary review