Customer Support Agent

As a Customer Support Agent - Bilingual, you will make an impact by delivering high-quality customer support through voice, chat, and email channels while ensuring a positive customer experience and achieving operational excellence. You will be a valued member of the Customer Experience team and work collaboratively with team leaders, quality analysts, trainers, and internal stakeholders to support business objectives. In this role, you will: Handle inbound and outbound customer interactions through voice, chat, and email channels. Resolve customer inquiries accurately and efficiently while meeting defined SLAs. Document customer interactions and case details accurately within CRM and ticketing systems. Adhere to schedule requirements, quality standards, and information security policies. Achieve individual and team performance goals while contributing to continuous improvement initiatives. Work model Onsite At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo, SP. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. Shift Schedule: 6:00 AM to 2:00 PM, 2:00 PM to 11:00 PM, or 10:30 PM to 6:30 AM. Weekend and holiday availability is required. What you need to have to be considered Advanced English proficiency (written and verbal). Experience handling customer interactions through voice, chat, and email channels. Ability to resolve customer inquiries while maintaining service quality and meeting SLAs. Experience using CRM, ticketing systems, and related support tools. Strong verbal and written communication skills in a customer-facing environment. These will help you stand out Previous experience in a Contact Center or BPO environment. Experience supporting multi-channel customer service operations. Knowledge of customer experience (CX) best practices. Ability to multitask and manage multiple customer interactions effectively. Experience working in a fast-paced and performance-driven environment. Please, upload your resume in English. We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.