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.
De Cognizant Community
We zijn een team dat elkaar helpt om doelen te bereiken op het hoogste niveau. Zonder ons team zouden we niet in staat zijn om de huidige energieke, samenwerkende en inclusieve werkomgeving te behouden. Een omgeving gericht om iedereen te laten slagen.
- Cognizant is een globale community van 300.000+ collega’s
- We dromen niet alleen van een betere wereld, wij helpen het te maken
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- We zetten in op een innovatieve omgeving waar je zelf kan bouwen aan een carriere pad dat bij jou past.
Over ons
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbaar rendement en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op www.cognizant.com of @cognizant.
Cognizant is een werkgever die gelijke kansen biedt. Uw sollicitatie en kandidatuur worden niet in overweging genomen op basis van ras, huidskleur, geslacht, religie, geloofsovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enig ander kenmerk dat beschermd wordt door federale, staats- of lokale wetgeving.
Disclaimer:
De informatie omtrent compensatie is accuraat ten tijde van deze posting. Cognizant heeft het recht om deze informatie aan te passen. Met lokale wetgeving in achtneming.