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.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
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.
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, state or local laws.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.