Job Summary
Provide empathetic and efficient customer service by managing customer voice interactions across multiple channels in a hybrid work model focusing on timely resolution accurate documentation and continuous improvement of service quality while collaborating with cross functional teams to enhance user experience and support procure to pay payroll processes when needed.
Responsibilities
- Handle inbound and outbound customer voice interactions with professionalism and empathy ensuring timely resolution and clear communication for every contact handled.
- Manage queries related to general service issues by applying defined procedures and capturing detailed case notes that support accurate tracking and follow up activities.
- Respond promptly to customer concerns by investigating the root cause and coordinating with internal teams to ensure issues are resolved within agreed timelines.
- Maintain accurate records of every customer interaction in the case management system to support reporting analytics and continuous service improvement initiatives.
- Provide feedback from recurring customer voice themes to process owners so that service gaps can be addressed through updated procedures and knowledge content.
- Support user experience enhancements by clearly describing pain points shared by customers and suggesting practical improvements that make services easier and more intuitive to use.
- Collaborate with colleagues in finance or human resources operations to route or clarify basic procure to pay payroll related questions while adhering to documented guidelines.
- Adhere to service level expectations by managing personal queues effectively and escalating complex issues when additional expertise is required for resolution.
- Participate in regular team huddles and knowledge sharing sessions to stay updated on new policies tools and service changes that impact customer interactions.
- Follow defined quality standards for call handling and written communication ensuring tone accuracy and completeness meet or exceed expectations.
- Contribute to continuous improvement efforts by suggesting changes to scripts templates and process steps based on real customer feedback and personal experience.
- Use available knowledge bases and self help tools to guide customers toward efficient self service options when appropriate while ensuring that they feel supported and informed.
- Safeguard customer data by following all information security and privacy requirements during every interaction and while updating systems of record.
Qualifications
- Meet educational background appropriate for an entry level professional with strong communication skills and a keen interest in customer service delivery.
- From 0 to 18 months of experience.
- Advanced English
- Demonstrate hands on experience handling customer voice channels such as calls or voice enabled tools for at least one year in a structured service environment.
- Show familiarity with basic procure to pay or payroll concepts so that queries can be understood and directed correctly even when not acting as a process specialist.
- Apply user experience awareness by recognizing when processes are confusing for customers and articulating these issues clearly to product or process teams.
- Exhibit strong problem solving skills including the ability to listen actively ask clarifying questions and guide customers through practical next steps.
- Use office productivity tools and customer service platforms confidently to document cases track status and collaborate with team members in a hybrid work setup.
- Display flexibility and resilience in managing day shift workloads adapting to changing priorities while maintaining consistent service quality for all customers.
コグニザントのコミュニティ：
私たちは、互いを尊重し支え合う優秀な人材の集まりです。社員一人ひとりが成長し、力を発揮できるよう、エネルギッシュで協力的かつインクルーシブな職場環境を大切にしています。
- コグニザントは、世界中に30万人以上のアソシエイトを擁するグローバルコミュニティです。
- 私たちは、より良い方法を夢見るだけでなく、それを実現します。
- 人、クライアント、企業、地域社会、そして環境に対して、常に「正しいこと」を行うことで責任を果たします。
- あなたにとって最適なキャリアパスを築くことができる、革新的な環境を提供します。
私たちについて：
コグニザント（NASDAQ: CTSH）は、AI builderおよびテクノロジーサービスプロバイダとして、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com をご覧ください。
コグニザントは機会均等を重視する雇用主です。応募者および候補者は、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、または連邦、州、地方の法律で保護されているその他の特性に基づいて差別されることはありません。
免責事項：
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現住所または政府発行の身分証明書の提示が必要となる場合があります。