Job Summary
This role requires a skilled professional with 1 to 3 years of experience in contact center operations customer service and technical troubleshooting. The candidate will work in a hybrid model with rotational shifts providing exceptional support to ensure seamless customer experiences while leveraging their technical expertise and language skills in English and Spanish.
Responsibilities
- Provide efficient and accurate troubleshooting support for technical issues related to contact center operations to ensure uninterrupted service delivery.
- Address customer inquiries and resolve service-related concerns promptly ensuring high levels of customer satisfaction.
- Collaborate with cross-functional teams to identify and implement solutions for recurring technical challenges.
- Maintain detailed documentation of customer interactions troubleshooting steps and resolutions for future reference and process improvement.
- Utilize technical knowledge to diagnose and resolve issues related to POS software and hardware ensuring operational continuity.
- Deliver exceptional service desk support by addressing technical queries and escalating complex issues to appropriate teams.
- Monitor and analyze system performance to proactively identify potential issues and recommend preventive measures.
- Communicate effectively in both English and Spanish to cater to diverse customer needs and ensure clarity in all interactions.
- Adapt to rotational shifts and hybrid work model requirements demonstrating flexibility and commitment to operational goals.
- Stay updated with the latest advancements in contact center technologies and customer service practices to enhance service delivery.
- Provide training and guidance to customers on the use of POS systems and other technical tools to maximize their efficiency.
- Ensure compliance with company policies and procedures while handling sensitive customer information.
- Contribute to the companys mission by delivering exceptional customer experiences thereby strengthening its reputation and societal impact.
Qualifications
- Demonstrate proficiency in troubleshooting technical issues with contact center systems and POS software and hardware.
- Exhibit strong customer service skills with the ability to handle inquiries and resolve issues effectively.
- Possess excellent communication skills in English and Spanish both written and spoken to cater to diverse customer needs.
- Showcase adaptability to rotational shifts and hybrid work environments ensuring consistent performance.
- Display a proactive approach to identifying and resolving technical challenges contributing to operational efficiency.
- Have a foundational understanding of service desk operations and technical support processes.
- Show familiarity with customer service best practices and tools to enhance service delivery.
- Exhibit attention to detail in documenting customer interactions and resolutions for process improvement.
- Demonstrate a commitment to continuous learning and staying updated with industry trends and technologies.
- Possess the ability to work collaboratively with cross-functional teams to achieve shared goals.
- Highlight experience in addressing technical issues related to POS systems and ensuring seamless functionality.
- Showcase problem-solving skills and the ability to think critically under pressure.
- Demonstrate a customer-centric approach ensuring satisfaction and loyalty through exceptional service.
À propos de nous
Cognizant (NASDAQ: CTSH) est un concepteur d’IA et un fournisseur de services technologiques. Avec notre gamme de solutions IA full-stack, nous accompagnons nos clients au carrefour de l’investissement dans l’IA et de la valeur ajoutée. Notre grande expertise sectorielle, des processus et de l’ingénierie nous permet de convertir le contexte propre à chaque entreprise en systèmes technologiques amplificateurs du potentiel humain, générateurs de résultats tangibles et garants de l’avantage des acteurs internationaux dans un monde en constante évolution. Découvrez notre méthode sur www.cognizant.com ou suivez @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
