Customer Support Agent (Voice, Chat & Email)

Description

Job Summary: Customer Support Agent to provide high-quality support via voice, chat, and email, handling both inbound and outbound interactions, and resolving inquiries accurately. Key Highlights: 1. High-quality customer support across multiple channels 2. Accurate resolution of customer inquiries and interactions 3. Opportunity to enhance CRM and communication skills As a Customer Support Agent, you will be responsible for delivering high-quality customer support through voice, chat, and e\-mail channels, for both received and initiated calls. 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. Resolve customer inquiries accurately within defined SLAs. Document interactions correctly in CRM/ticketing systems. Adhere to schedules, quality standards, and information security policies. Achieve individual and team performance goals as defined 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 are here to 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 clear about role expectations. **What you need to be considered:** Handle customer interactions—both inbound and outbound—via voice, chat, and e\-mail. Resolve customer inquiries accurately within defined SLAs. Document interactions correctly in CRM/ticketing systems. Adhere to schedules, quality standards, and information security policies. Achieve individual and team performance goals as defined 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 requirements listed. Consider your transferable experiences and unique skills that set you apart as someone who can bring fresh, exciting ideas to this role.