Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are looking to hire a team Of Call Center Agents for a new project in Mesa, AZ. Our front-line Call Center Agents handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions.
Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.
Role & Responsibilities
- Address issues or tasks assigned through ticketing systems, Chat, Email or Phone channels
- Provide guidance and support to drivers via phone for break and maintenance requests
- Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and , gas,etc.) and take action as necessary by submitting work orders
Compose thoughtful, concise messages that align with the client's voice across all channels
Monitor rider interactions through visual and audio prompts in our internal tools
- Know when to escalate to Team Lead with complete troubleshooting description in case notes
Functional Testing for S/W and H/W related updates on required basis
- Maintain up to date knowledge of the client's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
- Case creation/ categorization – correct client code/prioritization. Case closure, follow up on aging or open tickets.
- Escalate to Team Lead if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system
- Meet internal metrics such as quality, performance SLAs and shift adherence
Required Skills & Qualifications
- At least a High School Diploma or equivalent is required
- Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
- Must be ambitious, energetic and carry the mindset to deliver first time resolution
- 3-4 years of customer service experience (Experience for a ride sharing service / car company preferred)
- Excellent spoken and written communication skills - (Versant >=65 or CEFR C1)
- Excellent customer service skills (thorough with call, chat and email correspondence)
- Basic technical troubleshooting knowledge (Technological awareness is a must)
- Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
- Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
- Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.
Preferred Skills & Qualifications
- Experience of working with Tier 1 clients
- Able to collaborate with Team Leads in terms of escalations, Service Outages and change control
Knowledge/exposure on ticketing tools; Service Now, Remedy, Spiceworks, Hubspot, etc.
Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Salary and Other Compensation:
The hourly rate for this position is $23.50 per hour.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.