Priority Services Specialist with Italian

Location: Bucharest, Romania

Work from the office*

Shifts: 8.00 AM – 5.00 PM / 1.00 PM – 10.00 PM (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.

• 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

• 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

• Opportunity to be part of a global organization focused on development,
• Open-minded and multinational environment,
• Professional development and clear career path,
• Extensive benefits package: meal vouchers, 7card digital, private medical healthcare, gift vouchers for Christmas and Easter, 13th salary
• Relocation bonus