Full-time in office
Location: Alcântara, Lisbon
Schedule: rotative between Monday to Saturday, 8h to 22h
Channels: live inbound phone calls, emails and live chat
Description
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.
In this role you will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service.
Requirements
Experience in direct customer service experience required, preferably in contact center environment. Live customer support experience (phone, chat, email, in-person, etc.) is preferred. Native or proficient French language level and B2 or above level in English language. Excellent written and spoken communication skills. Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard. Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information). Ability to handle not only customers’ emotions, but also being able to empathize with the client’s case. Organization skills and the ability to manage time and tasks efficiently. Quick learner and adaptable to learn new processes, concepts, and skills as well as being able to understand that an Operation is an ever-changing organism. Proficiency using Google products, and general digital platforms and software. Being tech savvv. Comfortable and knowledgeable about general KPIs: C-SAT (Customer Satisfaction) or NPS (Net Promoter Score), SLAs (Service Level Agreement). Openness to work flexible hours as required (may include evenings, weekends and/or holidays).Responsibilities
You will be answering customers’ queries via live inbound phone calls, e-mail or live chat, identifying the client’s problem; troubleshooting them to find the solution; documenting each action you take; and categorizing cases and possible bugs, so that the engineering team to address them as a bunch. You will be dealing with accounts that generate revenue to our client’s platform and that receive revenue from the platform, identifying their problems, and assisting them so that those problems are fixed asap. You will have to identify and escalate complex problems according to defined procedures. Good customer support skills and experience are of utmost importance to be successful.Our offer
Base salary and bonuses Paid training and contract 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.The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.