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French speaking Account Service Expert
2 months ago
Cognizant is one of the world's leading IT professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. We are all over the world, representing the company within Europe with 16 offices. Our Services: Digital Business, Digital Operations, Digital Systems & Technology, Cognizant Consulting. Cognizant Hungary is an outstanding participant of the Hungarian SSC (Shared Service Center) market since 2008 providing multilingual IT services with almost 1000 employees.
Job details
● Job location: Budapest, Hungary, 9th District, Mill Park office building
● Role type: permanent
● Full time employment, 40 hours/week
● Service window: Monday to Friday 7am - 8pm
● Hybrid work mode: on-site work twice per month but this could be more frequent in the future, also up to company and project events (- training happens onsite)
About the Customer:
The client is committed to building trust and making the world more agree-able for our employees, customers, and the communities in which we live and work. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you'll be loved by us, our customers, and the world in which we live.
We offer:
● Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
● Chance to be part of a rapidly expanding organization
● Training and continuous learning and certification opportunities
● Multilingual environment, native colleagues
● Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
● Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
● Reimbursable language courses
● Team events and Company events (cool and youthful parties with team-games)
● High value awards and recognitions, annual bonus for top performers, and annual salary review
This position
The ideal Account Services Expert is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is essential. This position acts as the liaison between customers and all functional areas to resolve service, support, and billing inquiries.
This position is an Individual Contributor position and reports to Support Management – Account Services and is designated Flex.
Responsibilities
● Supports customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required
● Responsible for resolving customer issues including complex account, subscription and billing scenarios supporting subscription management
● Meet and exceed Customer Support service level goals and KPIs
● Partner with internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
● Provide critical feedback related to improvements of the product and tools to impact customer experience
● Promote products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs
Basic Qualifications
● College degree or relevant work experience
● 1+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks
● Effective communication skills - ability to communicate in written & verbal forms, with audiences that include customers, peers, and occasional executive leadership
● Ability to review, understand, and resolve complex issues
● Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
● Ability to collaborate with peers across the organization without friction
● Ability to communicate a complex or technical issue in a clear & concise manner
● High level of attention to detail and ability to pivot in uncertain situations
Preferred Qualifications
● Multi-lingual
● Professional experience within relevant industries
● Experience with or basic understanding of SaaS
