Job Summary
Join a global organization as a customer service professional in a hybrid work model delivering timely and accurate support across channels for enterprise clients. Use customer service management tools to resolve inquiries document interactions and improve satisfaction. Collaborate with cross functional teams on a rotational shift schedule while communicating clearly in English.
Responsibilities
- Handle customer inquiries and service requests with empathy and clarity to ensure timely resolution and sustained satisfaction for diverse client groups in a hybrid work environment.
- Manage end to end ticket life cycles using customer service management tools to log categorize prioritize and track issues until closure with full accountability.
- Respond to customer contacts across multiple channels such as email chat and phone to maintain consistent experience quality and adherence to service level targets.
- Coordinate with internal technical and business teams to obtain information validate solutions and provide accurate updates that address the root cause of customer concerns.
- Document each customer interaction with precise details on issues actions taken and outcomes to support traceability reporting and future knowledge reuse.
- Analyze recurring customer issues to identify trends suggest improvements to processes or knowledge articles and contribute to continuous service enhancement.
- Adhere to defined rotational shifts response time targets and quality standards to maintain reliable service coverage for customers in various time zones.
- Use knowledge bases and standard operating procedures to provide consistent answers while proposing refinements when information gaps or ambiguities are observed.
- Escalate complex or high impact cases using defined paths while clearly summarizing context customer impact and attempted actions to speed up resolution.
- Communicate proactively with customers about case status expected timelines and next steps to build trust and minimize repeated follow ups.
- Collaborate with peers in team huddles and reviews to share insights from daily interactions and align on best practices that improve customer experience.
- Apply active listening and problem solving techniques during conversations to clarify needs verify understanding and propose practical solutions.
- Maintain accurate customer data and service records in systems of record to support auditing analytics and future engagement opportunities.
Qualifications
- Possess professional experience in customer service management with hands on use of service desk or contact center applications to handle cases from initiation to closure.
- Demonstrate strong customer service skills including clear communication patience conflict handling and the ability to simplify technical or process details.
- Bring exposure to multi channel service operations where email chat and voice channels are used together to deliver a unified service experience.
- Show capability to work effectively in a hybrid model by balancing remote collaboration tools and in person coordination while maintaining productivity.
- Exhibit comfort with rotational shifts and the flexibility to adjust personal work routines in alignment with changing coverage schedules.
- Use English language skills in reading writing and speaking to interact with global customers and internal stakeholders with clarity and precision.
- Display familiarity with basic office productivity tools and ticketing platforms to navigate workflows update records and prepare simple reports.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @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.