job description
Join Cognizant, a global leader in innovative solutions, as a Spanish Bilingual Rider Support Specialist. In this dynamic role, you will serve as the primary point of contact for riders, providing exceptional multilingual support to ensure seamless operations. Based in beautiful Bali, you'll work in a collaborative environment, leveraging your language skills and customer service expertise to resolve inquiries, optimize rider experiences, and contribute to our mission of delivering world-class service.
This is a fantastic opportunity for fluent Spanish and English speakers to grow their careers in a global company while enjoying the vibrant culture and lifestyle of Bali. If you are passionate about customer service, thrive in fast-paced settings, and want to make a tangible impact, we’d love to hear from you!
Responsibility
- Provide bilingual (Spanish/English) support to riders via phone, email, and chat, ensuring timely and accurate resolution of inquiries.
- Assist riders with account setup, trip management, payment issues, and technical troubleshooting.
- Document and track rider interactions and issues in the CRM system, maintaining detailed and accurate records.
- Collaborate with cross-functional teams to escalate and resolve complex rider concerns, ensuring a seamless experience.
- Identify trends in rider feedback and suggest process improvements to enhance service quality and efficiency.
- Conduct follow-ups with riders to ensure satisfaction and gather insights for continuous improvement.
- Stay updated on company policies, promotions, and product updates to provide accurate information to riders.
- Uphold Cognizant’s standards of professionalism, empathy, and excellence in every customer interaction.
Qualifications
- Fluency in both Spanish and English (written and verbal) is required.
- Minimum of 1-2 years of experience in customer service, call center, or rider/driver support roles.
- Strong problem-solving skills and the ability to handle high-pressure situations with composure.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Proficiency in using CRM software, helpdesk tools, and Microsoft Office Suite.
- Ability to work in shifts, including weekends and holidays, as per business requirements.
- Prior experience in the gig economy, logistics, or transportation industry is a plus.
- High school diploma or equivalent; bachelor’s degree is an advantage.