Job Summary
This role focuses on delivering exceptional customer service through voice-based interactions ensuring customer satisfaction and enhancing the overall experience. The candidate will contribute to improving service delivery leveraging technical expertise in customer voice and collaborating with teams in a hybrid work model.
Responsibilities
- Provide exceptional customer service through voice-based interactions addressing customer inquiries and resolving issues effectively.
- Collaborate with cross-functional teams to ensure seamless communication and service delivery.
- Utilize technical expertise in customer voice to enhance service quality and operational efficiency.
- Monitor and analyze customer feedback to identify areas for improvement and implement solutions.
- Maintain accurate records of customer interactions and ensure compliance with company policies and procedures.
- Assist in developing strategies to improve customer experience and satisfaction.
- Ensure timely resolution of customer concerns adhering to established service standards.
- Support the implementation of mobility solutions to enhance customer engagement and accessibility.
- Contribute to the development of training materials and resources for customer service teams.
- Participate in regular team meetings to share insights and updates on customer service performance.
- Provide recommendations for process improvements based on customer feedback and industry best practices.
- Stay updated on industry trends and advancements in customer service technologies.
- Work in a hybrid model balancing remote and in-office responsibilities to ensure optimal productivity.
Qualifications
- Demonstrate strong expertise in customer voice technologies and their application in service delivery.
- Possess excellent communication skills to effectively interact with customers and team members.
- Showcase problem-solving abilities to address customer concerns and implement effective solutions.
- Have a good understanding of customer experience principles and mobility solutions.
- Exhibit proficiency in maintaining accurate records and adhering to company policies.
- Display adaptability to work in a hybrid model and manage day-to-day responsibilities efficiently.
- Bring a collaborative mindset to work with cross-functional teams and contribute to organizational goals.
- Show commitment to continuous learning and staying updated on industry trends and technologies.
- Demonstrate the ability to analyze customer feedback and provide actionable recommendations.
- Possess a customer-centric approach to ensure satisfaction and loyalty.
- Exhibit organizational skills to manage multiple tasks and prioritize effectively.
- Have a minimum of 2 years and a maximum of 4 years of relevant experience in customer service roles.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
