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 worlds 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 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
Skills and experience
- 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
We offer
- 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