Job Summary
Provide empathetic and efficient customer service by managing customer voice interactions across multiple channels in a hybrid work model focusing on timely resolution accurate documentation and continuous improvement of service quality while collaborating with cross functional teams to enhance user experience and support procure to pay payroll processes when needed.
Responsibilities
- Handle inbound and outbound customer voice interactions with professionalism and empathy ensuring timely resolution and clear communication for every contact handled.
- Manage queries related to general service issues by applying defined procedures and capturing detailed case notes that support accurate tracking and follow up activities.
- Respond promptly to customer concerns by investigating the root cause and coordinating with internal teams to ensure issues are resolved within agreed timelines.
- Maintain accurate records of every customer interaction in the case management system to support reporting analytics and continuous service improvement initiatives.
- Provide feedback from recurring customer voice themes to process owners so that service gaps can be addressed through updated procedures and knowledge content.
- Support user experience enhancements by clearly describing pain points shared by customers and suggesting practical improvements that make services easier and more intuitive to use.
- Collaborate with colleagues in finance or human resources operations to route or clarify basic procure to pay payroll related questions while adhering to documented guidelines.
- Adhere to service level expectations by managing personal queues effectively and escalating complex issues when additional expertise is required for resolution.
- Participate in regular team huddles and knowledge sharing sessions to stay updated on new policies tools and service changes that impact customer interactions.
- Follow defined quality standards for call handling and written communication ensuring tone accuracy and completeness meet or exceed expectations.
- Contribute to continuous improvement efforts by suggesting changes to scripts templates and process steps based on real customer feedback and personal experience.
- Use available knowledge bases and self help tools to guide customers toward efficient self service options when appropriate while ensuring that they feel supported and informed.
- Safeguard customer data by following all information security and privacy requirements during every interaction and while updating systems of record.
Qualifications
- Meet educational background appropriate for an entry level professional with strong communication skills and a keen interest in customer service delivery.
- From 0 to 18 months of experience.
- Advanced English
- Demonstrate hands on experience handling customer voice channels such as calls or voice enabled tools for at least one year in a structured service environment.
- Show familiarity with basic procure to pay or payroll concepts so that queries can be understood and directed correctly even when not acting as a process specialist.
- Apply user experience awareness by recognizing when processes are confusing for customers and articulating these issues clearly to product or process teams.
- Exhibit strong problem solving skills including the ability to listen actively ask clarifying questions and guide customers through practical next steps.
- Use office productivity tools and customer service platforms confidently to document cases track status and collaborate with team members in a hybrid work setup.
- Display flexibility and resilience in managing day shift workloads adapting to changing priorities while maintaining consistent service quality for all customers.
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.