1. Job Title : SME-Customer Service PR 2. Job Summary : Serve as a subject matter expert in customer service for a hybrid work model applying strong practical experience to resolve complex client issues across multiple channels and touchpoints. Collaborate with internal teams to optimize service processes improve satisfaction scores and ensure consistent high quality day shift support with no travel requirement. 3. Experience : 3 - 6 years 4. Required Skills : Technical Skills: Customer Service Domain Skills: 5. Nice to have skills : Domain Skills:Multi Channel 6. Technology : Custom Service 7. Shift : Day 8. Responsibilities : -Manage end to end resolution of customer inquiries by owning each case from initial contact to closure and ensuring timely and accurate responses that improve satisfaction scores -Analyze recurring customer issues to identify root causes and recommend process improvements that reduce repeat contacts and operational effort -Coordinate with cross functional teams such as operations quality and product to resolve complex service problems and deliver a seamless customer experience -Develop and maintain up to date knowledge articles and reference materials so that service teams can handle queries with greater speed and consistency -Guide colleagues on best practices for tone empathy and clarity in customer interactions to uphold a consistent and inclusive brand voice -Monitor key customer service metrics such as response time and first contact resolution to track performance and trigger corrective actions when needed -Document every customer interaction in the case management system with clear and complete notes that support transparency and future analysis -Work closely with technology and channel teams to support enhancements for multi channel servicing including voice chat email and digital self service journeys -Perform quality reviews of service cases and provide structured feedback that helps team members refine their handling of complex or sensitive situations -Collaborate with training teams to define scenarios and case studies that reflect real multi channel situations and improve the effectiveness of learning programs -Support the roll out of new products or service policies by assessing customer impact and helping to design communication that reduces confusion and complaints -Apply subject matter knowledge to assist in the design of process controls that protect customer data and maintain compliance with internal standards and external regulations -Engage in continuous improvement initiatives that align customer service operations with company values and contribute to positive social impact through fair and respectful treatment of every customer -Qualifications -Showcase proven experience in customer service within a corporate environment with the ability to handle complex cases independently and deliver consistent outcomes -Demonstrate hands on familiarity with multi channel customer engagement including at least two channels such as voice chat email or messaging even if not used in every prior role -Exhibit strong communication skills with the capability to explain technical or procedural information in simple language tailored to diverse customer backgrounds -Display practical experience using customer relationship or ticketing systems along with a disciplined approach to case documentation and follow up -Apply analytical thinking and data driven decision making to interpret service metrics and support improvement plans that enhance customer and business results -Utilize problem solving skills and a calm approach under pressure to manage escalations in a way that protects both customer trust and organizational reputation -Adapt effectively to a hybrid work model using digital tools for collaboration while maintaining productivity and accountability during day shift operations 9. Job Location : Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SME-Customer Service PR [70IO71] 11. Demand Requires Travel? : No 12. Certifications Required : NA
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
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.
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