Priority Services Specialist with German

  Splaiul Unirii 165, TNO3 Building, Rumunia
standard hours 9-17

Full office work

At Cognizant, we are dedicated to helping the worlds leading companies build stronger businesses - helping them go from doing digital to being digital.

• Interact with users via email, phone, and chat.
• Represent as the point of contact with important and strategic users.
• Analyse and evaluate users’ specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs.
• Meet and exceed personal targets in a fun and challenging team environment.
• Escalate complex user issues to internal teams and provide context to the reason for the escalation.
• Be able to deliver conclusions from data given to you (suggesting training needs based on previous ticket volume).
• Work to resolve user issues within first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity.
• Identify opportunities to improve the user experience with better tooling or product fixes.

• Fluent German & English (at least B2).
• Willingness to work from the office in Bucharest.
• Experience handling customers within a call centre environment and maintaining the highest levels of customer satisfaction.
• Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment.
• Ability to adjust communication style depending on the level technical ability of the audience.
• Understands the level of service expected for Priority accounts.
• Able to adapt quickly to changes in workflows.
• Highly empathetic and thoughtful, with ability to understand customers’ business challenges and tailor a solution adapted to their needs.
• Demonstrated ability to solve complex support problems, often in the absence of defined workflows.

• Opportunity to be part of a global organization focused on development.
• Open-minded and multinational environment.
• Training & development opportunities including language courses.
• Professional development and clear career path.
• Extensive benefits package: meal vouchers, 7card digital, private medical healthcare, gift vouchers for Christmas and Easter, 13^th salary.