Bucharest, Romania
Splaiul Unirii 165, TNO3 Building
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.
- 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 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 French (at least C1). & English (min B2).
- Willingness to work from the office in Bucharest.
- Experience handling customers within a call centre 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.
We offer
- Opportunity to be part of a global organization focused on development.
- Open-minded and multinational environment.
- Training & development opportunities
- Professional development and clear career path.
- Extensive benefits package: meal vouchers, 7card digital, private medical healthcare, gift vouchers for Christmas and Easter, 13th salary.
About our Candidate Privacy Statement: https://www.cognizant.com/careers_resources/Cognizant_Candidate_Privacy_Statement_English_version.pdf
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.