job description
Join Cognizant, a global leader in technology and business solutions, as a Bilingual Spanish-English Customer Support Specialist in our dynamic Rider Support team. Based in the vibrant region of Badung, Bali, you’ll play a pivotal role in delivering exceptional service to our diverse clientele, ensuring seamless communication and resolution for Spanish-speaking riders and customers.
This is a unique opportunity to leverage your bilingual skills in a fast-paced, innovative environment. Cognizant empowers its employees with cutting-edge tools and a collaborative culture, enabling you to grow professionally while making a tangible impact. Whether you're assisting with account inquiries, troubleshooting issues, or providing personalized support, your role will be instrumental in enhancing customer satisfaction and loyalty.
Ideal for passionate, detail-oriented professionals, this position offers competitive compensation, career development opportunities, and the chance to work with a globally recognized brand committed to excellence and innovation.
Responsibility
- Provide bilingual (Spanish/English) customer support via phone, email, and chat to riders and clients, ensuring clear and professional communication.
- Resolve inquiries and complaints efficiently, maintaining high levels of customer satisfaction and adherence to service-level agreements (SLAs).
- Assist riders with account management, including registrations, updates, and troubleshooting technical or billing issues.
- Collaborate with cross-functional teams to escalate and resolve complex issues, ensuring timely and accurate solutions.
- Document all customer interactions and transactions in CRM systems with meticulous attention to detail.
- Identify recurring customer pain points and proactively suggest process improvements to enhance service quality.
- Stay updated on product knowledge, policies, and industry trends to provide accurate and up-to-date support.
- Uphold company values and compliance standards in all interactions, fostering trust and long-term customer relationships.
Qualifications
- Fluency in Spanish and English (written and verbal) is mandatory, with a neutral accent and excellent communication skills.
- Minimum 1-2 years of experience in customer service, call center, or rider support roles, preferably in a bilingual environment.
- Strong problem-solving abilities with a customer-centric approach and a passion for delivering exceptional service.
- Proficiency in using CRM software, helpdesk tools, and Microsoft Office Suite (e.g., Excel, Word).
- Ability to work in shifting schedules, including weekends and holidays, to support global operations.
- High school diploma or equivalent; a bachelor’s degree in Business, Communications, or related fields is a plus.
- Demonstrated ability to work under pressure, manage multiple tasks, and meet deadlines in a fast-paced environment.
- Strong interpersonal skills with a positive attitude and a team-player mindset.