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Customer Support for Online Video Streaming platform - Polish

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Cognizant

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    IT & Cybersecurity
  • Portugal
    Remote

AI generated summary

  • You must have 12 months of customer service experience, strong communication skills in Polish, attention to detail, empathy, and flexibility to work varied hours.
  • You will assist customers via phone, email, or chat, troubleshoot issues, document actions, categorize cases, and escalate complex problems as needed for a smooth user experience.

Requirements

  • At least 12 months of direct customer service experience required, preferably in contact centers in a B2C and/or B2B environment
  • Good communication skills, both verbal and oral
  • Excellent native level written and spoken communication skills in the language of support
  • Proactive attitude and strong team-spirit
  • Be organized and able to learn new processes, concepts, and skills as well as being able to understand that an operation is an ever-changing organism
  • Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
  • Ability to handle not only to handle customers emotions, but also being able to empathize with the client's case
  • Openness to work flexible hours as required (may include evenings, weekends and/or holidays)

Responsibilities

  • You will be answering to the customers queries via phone, e-mail or chat, identifying the client's problem; troubleshooting them to find the solution; documenting each action you take and categorizing cases and possible bugs, so that our client's engineering team to address them as a bunch
  • Provide general and technical support to customers who use any of our client's paid products
  • Escalate complex problems according to defined procedures

FAQs

What are the primary responsibilities of the Customer Support role?

The primary responsibilities include answering customer queries via phone, e-mail, or chat, identifying and troubleshooting client problems, providing general and technical support for paid products, documenting actions taken, and escalating complex issues as needed.

What are the language requirements for this position?

Applicants must have excellent native-level written and spoken communication skills in Polish, as this is the primary language of support.

Is prior experience in customer service required for this position?

Yes, at least 12 months of direct customer service experience is required, ideally in a B2C or B2B contact center environment.

Will I be required to work flexible hours?

Yes, the position requires openness to work flexible hours, which may include evenings, weekends, and/or holidays.

What kind of training and development opportunities are provided?

The company offers training and development opportunities, along with a clear career path for professional development.

Is there any relocation assistance available?

Yes, there is a relocation allowance applicable for international candidates joining from abroad.

What type of work environment can I expect?

You can expect a pleasant and inspiring working atmosphere as part of a multicultural team based in Lisbon.

How will my work be evaluated in this role?

Your work will be evaluated based on your ability to deliver accurate and efficient support, your attention to detail, and your effectiveness in resolving customer issues.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for professional development and a clear career path within the organization.

What type of customers will I be supporting?

You will be supporting users of a popular online video streaming service, addressing both general inquiries and technical issues.

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Cognizant

Consulting
Industry
10,001+
Employees

Mission & Purpose

Cognizant is a multinational technology company that provides a wide range of IT services and solutions to organisations worldwide. Their primary focus is on helping businesses transform and thrive in the digital age. Cognizant's mission and purpose are centred around delivering innovative and cutting-edge technology solutions that drive client success. They offer services such as digital strategy, consulting, technology implementation, and IT outsourcing, enabling companies to adapt to evolving market dynamics, enhance operational efficiency, and deliver exceptional customer experiences. Cognizant's ultimate goal is to empower their clients with the tools, insights, and capabilities needed to navigate complex technological landscapes and achieve their business objectives in an increasingly digital world.