Job Summary
This role focuses on delivering exceptional customer service by leveraging expertise in Customer Voice technology and ensuring seamless customer experiences. The candidate will work in a hybrid model primarily during day shifts to enhance customer satisfaction and operational efficiency.
Responsibilities
- Provide outstanding customer service by addressing inquiries and resolving issues efficiently ensuring a positive customer experience.
- Utilize expertise in Customer Voice technology to analyze customer feedback and implement improvements in service delivery.
- Collaborate with cross-functional teams to streamline processes and enhance customer satisfaction.
- Monitor and evaluate customer interactions to identify trends and areas for improvement.
- Develop and maintain documentation related to customer service processes and best practices.
- Support the implementation of tools and technologies that enhance customer communication and engagement.
- Ensure compliance with company policies and standards while handling customer interactions.
- Assist in the development of strategies to improve customer retention and loyalty.
- Conduct regular training sessions to enhance team knowledge of Customer Voice technology and customer service protocols.
- Provide insights and recommendations to management based on customer feedback and data analysis.
- Work closely with the Order and Customer Experience domains to align service delivery with business objectives.
- Maintain a proactive approach to identifying and resolving potential customer service challenges.
- Foster a culture of continuous improvement within the customer service team.
Qualifications
- Demonstrate proficiency in Customer Voice technology and its application in enhancing customer service.
- Advanced English
- Possess strong analytical skills to interpret customer feedback and drive actionable insights.
- Exhibit excellent communication and interpersonal skills to effectively engage with customers and team members.
- Have a solid understanding of customer experience principles and strategies.
- Show familiarity with order management processes and their impact on customer satisfaction.
- Display adaptability to work in a hybrid model and manage day-to-day responsibilities effectively.
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.
