Trilingual Customer Service Representative - Senior - Híbrido en Cognizant Technology Solutions

Responsibilities

·      Receiving end user requests for product details, warranty registration and general inquiries 

·      Provide first level resolution providing excellent customer experience

·      De-escalating upset customers while adhering to the client policies and procedures  

Documenting both the customer concern and action to resolve the issue in the CRM tool

Educational Requirement

·        2 year associate degree or equivalent

Relevant Experience and Minimum # of Years

At least 6-12 months of retail Omni-channel e-commerce  experience focusing product support, warranty and customer experience 

·        Excellent written and verbal communications skills (Portuguese & English)

Excellent customer issue resolution focus related to online / in-shop orders, refunds and replacements, warranty, etc.

·        Excellent troubleshooting skills, search skills, ability to approach problems logically

·        Demonstrated ability to satisfy customer needs (good understanding and/or active listening capabilities, knows how to probe and to get relevant information)

·        Ability to learn, retain and apply large amounts of product, procedure, policy and system information

Demonstrate interpersonal skills and is able to provide empathy for the customer's situation

•            CEFR/VERSANT = Language Ability B1 Level

·        Ensure on meeting daily KPIs

·        Provide first level resolutions for interactions—inquiries, issues raised, etc.

·        Ticket creation /Categorization / Prioritization

·        Ticket escalation to respective Support Group

·        Receive and Promptly Respond to Customer Queries

·        Independently able to identify and troubleshoot, document and categorize customer inquiries/requests, and if needed escalate complex problems according to defined escalation procedures.

·        Openness to work flexible hours as required (may include evenings, weekends and/or holidays)