Lifecycle Management Agent - Lithuanian

Empresa : Cognizant

Tipo de Emprego : Periodo Integral

Not City Specified

Descrição do Emprego - Lifecycle Management Agent - Lithuanian

Lifecycle Management Agent

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.

Role Details

100% Remote role (from Portugal) with fixed schedule Monday - Friday, 09:00-18:00

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.

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Lifecycle Management Agent - Lithuanian

Descrição do Emprego - Lifecycle Management Agent - Lithuanian

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