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What we do
We are dedicated to helping the world's leading companies build stronger businesses — helping them go from doing digital to being digital.
Cognizant Poland offices are located in Gdańsk, Wrocław, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals and a range of benefits. Be Cognizant!
About the role
We are looking for a fast-paced, dynamic, results-driven Customer Support Agent to join our Small and Medium Business (SMB) team. In this role, you will be the primary point of contact for our merchants, ensuring they derive maximum value from our platform. You will balance proactive relationship management with data-driven strategy to drive retention, resolve complex issues, and identify growth opportunities.
Key Responsibilities
- Revenue Growth & Upselling: Proactively identify opportunities over the outbound calls to introduce add-ons and features to merchants, maximizing revenue per account through strategic upselling.
- Escalated Support Management: Act as the final point of resolution for complex merchant issues managed via Beehive that exceed the scope of standard Customer Support.
- Performance & Productivity: Maintain high efficiency by adhering to agreed Average Handle Time (AHT) targets. You will be expected to manage opportunity volumes effectively (e.g., managing ~45 opportunities per day based on a 10-minute AHT).
- Cross-Market Collaboration: Demonstrate flexibility by providing support to other global markets during periods of lower local workload. This ensures optimal resource utilization and helps maintain high service standards across the entire organization.
- Market Agility: Support the broader team with ad-hoc activities and special projects as requested by the market to meet evolving business demands.
REQUIREMENTS
- Strong verbal communication skills in English and Estonian.
- Previous experience in outbound calling, customer service, or sales support is preferred.
- Ability to handle a high volume of calls while maintaining professionalism.
- A high level of agility to thrive in a fast-paced environment and quickly pivot when processes or merchant needs change.
- Good problem‑solving skills and customer‑focused mindset.
- Ability to work with CRM tools and follow structured workflows.
Nice to Have
- Familiarity with performance metrics such as CRM tools (Salesforce/HubSpot), reporting platforms (Looker), and communication stacks (Slack, Outreach, WhatsApp, Beehive).