Job Summary: As a Customer Support Agent, you will deliver high-quality support via voice, chat, and email, handling customer interactions and resolving inquiries accurately. Key Highlights: 1. High-quality customer support across multiple channels 2. Accurately resolve customer inquiries 3. Participate in training and continuous improvement initiatives As a Customer Support Agent, you will be responsible for delivering high-quality customer support through voice, chat, and e\-mail channels, handling both inbound and outbound interactions. You will be a valuable member of the Brasil IOA CX Multi Channel Helpdesk team. **Shift schedule:** 6:00 AM to 2:00 PM, 2:00 PM to 11:00 PM, 10:30 PM to 6:30 AM. Schedule includes weekends and holidays (On-site work) **In this role, you will:** Handle customer interactions—both inbound and outbound—via voice, chat, and e\-mail. Accurately resolve customer inquiries within defined SLAs. Properly document interactions in CRM/ticketing systems. Adhere to schedules, quality standards, and information security policies. Achieve individual and team performance goals established by the process. Participate in training, evaluations, and continuous improvement initiatives. **Work model:** On-site At Cognizant, we strive to offer flexibility whenever possible and support a healthy work-life balance through our diverse wellness programs. Based on the business requirements of this role, this is an on-site position requiring five days per week at either a client or Cognizant office in São Paulo, SP. Working conditions for this role are accurate as of the publication date. They may change depending on the project you are assigned to, as well as business and client needs. Rest assured, we will always be transparent about role expectations. **What you need to be considered:** Handle customer interactions—both inbound and outbound—via voice, chat, and e\-mail. Accurately resolve customer inquiries within defined SLAs. Properly document interactions in CRM/ticketing systems. Adhere to schedules, quality standards, and information security policies. Achieve individual and team performance goals established by the process. Participate in training, evaluations, and continuous improvement initiatives. **This will help you stand out:** Experience in Contact Center/BPO operations Excellent verbal and written communication skills. Experience supporting voice, chat, and e\-mail processes (inbound and outbound calls). Practical knowledge of CRM tools and basic system navigation. We are excited to meet people who share our mission and can make an impact in many ways. Don’t hesitate to apply—even if you only meet the minimum qualifications listed. Consider your transferable experiences and unique skills that set you apart as someone who can bring fresh, exciting ideas to this role
João Silva
Indeed · HR
João Silva
Indeed · HR
