Job summary
join our team as a customer support agent where you will be responsible for delivering high‑quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer‑centric behavior, and adherence to cognizant compliance and service delivery standards in a 24/7 environment.
responsibilities
* handle incoming and outgoing customer interactions via voice, chat, and email.
* resolve customer queries accurately within defined slas.
* document interactions correctly in crm/ticketing systems.
* adhere to schedule, quality standards, and information security policies.
* meet individual and team performance benchmarks defined by the process.
* participate in training, calibrations, and continuous improvement initiatives.
qualifications
* 0–5 years of experience in contact center / bpo operations
* strong proficiency in mexican spanish (native or near‑native) and b1 level english proficiency; excellent verbal and written communication.
* experience supporting inbound and outbound voice, chat, and email processes
* working knowledge of crm tools and basic systems navigation
* strong customer focus, problem‑solving, and multitasking skills.
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