Job Summary

This role supports customer experience Customer Service Agent operations for a integral technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.

Responsibilities

• Handle inbound and outbound calls interactions for hi tech customers to provide clear accurate and timely resolutions while maintaining high service quality standards and adherence to support procedures
• Manage backoffice ticket lifecycle from creation to closure to ensure proper documentation prioritization and routing of issues to the correct technical or business teams for efficient resolution
• Coordinate with cross functional internal stakeholders to clarify customer requests gather relevant information and support the delivery of consistent and reliable service outcomes




• Monitor helpdesk queues and backoffice workflows to balance workload respond within defined service timelines and escalate complex cases using established escalation paths when necessary
• Communicate with customers in fluent spoken English to explain solutions set expectations and reduce repeated contacts while maintaining a professional and empathetic tone in every interaction
• Analyze recurring customer issues and service patterns in hi tech contexts to identify process gaps and suggest improvements that enhance efficiency accuracy and customer experience
• Follow defined helpdesk and backoffice standard operating procedures to ensure compliance with company policies industry regulations and data protection requirements relevant to hi tech operations
• Update knowledge bases and internal reference materials with validated information from resolved cases so future interactions are more ef

📌 Customer Service Agent (Guadalajara)
🏢 Cognizant
📍 Guadalajara