job description
Join Cognizant, a global leader in technology and business solutions, as a Customer Service Representative (CSR) for Tech Accounts in the vibrant heart of Bali. This is your opportunity to deliver exceptional support to international clients while leveraging cutting-edge tools and innovative processes.
As part of our dynamic team, you’ll serve as the first point of contact for high-profile tech accounts, resolving inquiries, troubleshooting technical issues, and ensuring seamless customer experiences. Cognizant empowers its employees with world-class training, career growth opportunities, and a collaborative work environment—all while you enjoy the tropical work-life balance Bali has to offer.
If you’re a problem-solver with a passion for technology and a knack for communication, this role is your gateway to a rewarding career in a Fortune 500 company with a global footprint.
Responsibility
- Provide high-quality customer support via phone, email, and chat for tech-focused client accounts.
- Troubleshoot and resolve technical and account-related inquiries with efficiency and professionalism.
- Document all customer interactions accurately in CRM systems (e.g., Salesforce, Zendesk).
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Maintain up-to-date knowledge of company products, services, and industry trends.
- Meet and exceed performance KPIs (e.g., response time, resolution rate, CSAT scores).
- Identify opportunities to upsell or cross-sell services based on customer needs.
- Participate in training programs to enhance technical and soft skills.
Qualifications
- Minimum 1-2 years of experience in customer service, preferably in a tech or BPO environment.
- Excellent English communication skills (written and verbal) with a neutral accent.
- Strong problem-solving and analytical skills with attention to detail.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) is a plus.
- Ability to work in shifting schedules (including night shifts for global clients).
- Tech-savvy with a basic understanding of IT concepts, software, or hardware.
- High school diploma or equivalent; bachelor’s degree is a plus.
- Proven ability to work under pressure and handle multiple tasks efficiently.