Support Personnel - German

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of opportunities for people like YOU - people with an entrepreneurial spirit who want to make a difference in this world!

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative and successful. For that we need qualified and motivated people. And this is where you come into the picture: this is your chance to be part of the success story!

• Primary language skill (German)
• Production activity will include transaction processing, peer support/mentoring and peer-to-peer quality audits
• Activities covered in above point might be managed together or in isolation by a Support Personnel
• Transaction processing will include
• Maintaining targets on key policy workstreams, including applications processing, website and ad reviews, and support cases
• Scheduling and conducting live advertiser video reviews, collecting and transcribing the results/data in the verification tool
• Making final policy decisions for providers applying for verification, and processing status appeal cases
• Secondary language skill –English for training, feedback and business communication within team
• BA/BS degree in Business or Business management, or 2+ years equivalent experience- 2+ years equivalent experience in a Digital operations to help enforce business policies and guidelines or similar)
• Experience creating reports and analysis on excel data to be shared at the team and leadership
• Ability to handle and prioritize multiple tasks
• Excellent organizational and analytical skills
• Ability to manage written and voice communication (email, chat, phone, and video connects with customers) for the hired language
• Active user of Internet, computer savvy, high on customer centricity
• Demonstrated capabilities of critical thinking, analysis and problem solving
• Outstanding work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment
• Must be able to work on a Flexible schedule (including weekend and night shift work)

• Proficiency in multi languages
• Experience within a high-tech company
• Experience with policy enforcement work

• Troubleshoot customer issues and provide end to end resolution to the customers over the phone, email, and/or live chat
• Maintain a thorough understanding of the process and policies
• Follow workflow and process guidelines
• Reproduce customer issues and escalate product ticket
• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency and quality metrics
• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Day-to-day management of the verification workflow queues (applications, appeals, video reviews, business reviews, support cases)
• Processing applications in-progress; requesting more information when required and monitoring personal and team cases queues
• Processing provider appeals and delivering final verdicts
• Managing verification email cases queues, ensuring timely responses to all applying provider inquiries
• Cross-functional alignment with other internal ops teams to manage questions and escalations regarding verification process

Interested? Then please apply online.
In case our offer does not suit your needs, fell free to send it to interested acquaintances
or friends!