Bilingual Spanish-English Customer Support Specialist - Rider Support

Join Cognizant, a global leader in technology and business solutions, as a Bilingual Spanish-English Customer Support Specialist in our dynamic Rider Support team. Based in the vibrant hub of Bali, Indonesia, you’ll play a pivotal role in delivering exceptional customer service to our riders. Our team in Canggu is at the heart of our operations, ensuring seamless communication and support for our delivery partners. This is your chance to be part of a global company that values innovation, diversity, and excellence.

As a Bilingual Spanish-English Customer Support Specialist, you will be the voice of Cognizant, providing top-notch support to our riders. You’ll handle a variety of customer inquiries, from technical issues to general questions, ensuring our riders have a smooth and enjoyable experience. Your bilingual skills will be crucial in bridging communication gaps and providing personalized support.

In this role, you’ll use our proprietary customer relationship management (CRM) system, Zoho, to track and manage customer interactions. You’ll also leverage our internal ticketing tool, Jira, to ensure all support requests are addressed promptly. This is a fantastic opportunity to grow your career in a supportive and innovative environment.

📋 Tanggung Jawab Pekerjaan

• Provide exceptional customer support to riders, resolving issues and answering questions in both Spanish and English.
• Use Zoho CRM to manage and track customer interactions, ensuring high levels of customer satisfaction.
• Leverage Jira to create, track, and manage support tickets, ensuring timely resolution of all issues.
• Collaborate with cross-functional teams to ensure seamless delivery of support services.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Stay updated with industry best practices and new technologies to enhance customer support services.
• Train and mentor new team members to ensure consistent quality of support.
• Participate in team meetings and contribute to the continuous improvement of support processes.

🎓 Kualifikasi & Syarat

• Fluent in both Spanish and English, with excellent communication skills.
• Minimum 2 years of experience in customer support or a related field.
• Proficient in using Zoho CRM and Jira for customer support and ticket management.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent organizational skills with the ability to manage multiple tasks simultaneously.
• Previous experience in the logistics or delivery industry is a plus.
• Bachelor’s degree in a related field is preferred.
• Ability to work in a fast-paced, dynamic environment.

🛠️ Keahlian

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