Customer Support Specialist with Hebrew
Job location: Kraków, Poland
Responsibilities
- Answering tickets (English - other languages) according to SLA, TRT and quality requirements
- Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback)
- Following ‘case-handling’ protocol (will be defined for most of the known cases)
- Review and tag feedback cases based on content Escalate to tickets
- Using canned responses as well as free flow responses depending on the issue
- Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
- Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
- Ad hoc deep dives analysis on cases received
You have
- Fluency in Hebrew & English
- Previous experience in troubleshooting & customer support through all channels (phone, email and chat)
- Service oriented approach and attention to details
- Excellent oral & written business communication skills
- Ability to work in a metrics driven environment inclusive of CSAT and case resolution times
- Ability to work in multicultural environment, and as part of cross-functional teams
- Proficient in Microsoft Office/Google Suite
- Ability to multitask and prioritize under pressure Previous experience working with Google products is nice to have
We offer
- Pleasant and inspiring working atmosphere
- Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
- Professional development and clear career path
- New office facilities in a convenient location in Kraków
- Training & development opportunities
- Competitive salary with cafeteria benefits
Poznaj
Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.