Agente de Servicio a Cliente Full Time NEW

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We have an exciting opportunity for an exceptional individual to work supporting one of our client

Role OverviewThe Process Executive – Service Delivery (IOA) 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.Key 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.Operational Metrics Knowledge
• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / UtilizationRequired Experience & Skills
• 0–3 years of experience in Contact Center / BPO operations
• Strong proficiency in Mexican Spanish (native or near‑native) and B2/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 skillsShift Requirements
• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From OfficeCognizant Competencies
• Client Centricity
• Execution Excellence
• Accountability & Ownership
• Compliance & Risk Awareness

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered