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Priority Services Specialist with Italian


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.
  • Analyse 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 the 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.

Skills and experience

  • Fluent Italian (C1) & English (at least B2).
  • Willingness to work from the office in Bucharest.
  • Willingness to work in a shift-based work schedule (8am-5pm or 1pm-10pm).
  • 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 of 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 the 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.

Priority Services Specialist with Italian