1. Job Title : SPE-Customer Service PR 2. Job Summary : This role focuses on delivering consistent and high quality customer service for a multinational organization through hybrid work arrangements and day shifts. The specialist will manage customer interactions across multiple channels resolve issues efficiently and support continuous improvement of service processes. The position emphasizes accurate case handling clear communication and collaboration with internal teams to enhance customer satisfaction and long term loyalty. 3. Experience : 2 - 4 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 : -Handle customer inquiries and issues with timely and accurate responses that promote satisfaction and reinforce trust in the company brand through every interaction -Manage end to end case resolution from initial contact through closure ensuring clear documentation and appropriate follow ups that align with company service standards -Provide empathetic and solution oriented customer support that reduces repeat contacts and improves overall service effectiveness while reflecting company values in each response -Monitor service queues and prioritize requests based on urgency and impact ensuring that day shift operations run smoothly and service level expectations are consistently met -Coordinate with internal teams such as operations billing and technical support to resolve complex customer problems and prevent future recurrences through clear communication -Utilize customer service tools and systems to log cases track progress and generate insights that help optimize processes and improve response quality across supported channels -Analyze recurring customer issues to identify patterns share actionable feedback and support continuous improvement initiatives that elevate the overall customer experience -Support multi channel engagement across phone email chat or digital platforms ensuring consistent messaging and service outcomes regardless of the chosen contact method -Adhere to compliance guidelines company policies and data privacy requirements while handling customer information to maintain high ethical standards and reduce operational risk -Maintain high levels of professionalism and resilience during challenging interactions by applying proven de escalation techniques and focusing on constructive outcomes -Participate in training sessions and knowledge updates to stay current with product changes process revisions and service best practices thereby improving daily performance -Collaborate with peers in a hybrid work model using digital collaboration tools to share knowledge align on complex cases and contribute to a supportive team environment -Track personal performance metrics such as resolution time customer satisfaction and accuracy and use these insights to refine work practices and support company objectives -Qualifications -Demonstrate solid customer service expertise with two to four years of experience in handling inquiries resolutions and follow ups in a structured service environment -Exhibit strong verbal and written communication skills that enable clear explanations of solutions and confident handling of customer concerns across various interaction methods -Apply practical knowledge of multi channel customer engagement as a desirable capability using different platforms to deliver consistent and efficient service support -Use customer service software ticketing tools and basic office applications competently to document interactions update records and access information required for case handling -Show reliable problem solving and analytical abilities that enable identification of root causes and recommendation of practical resolutions tailored to customer needs -Display adaptability to hybrid work arrangements and day shift schedules while maintaining productivity accountability and alignment with team performance expectations -Demonstrate familiarity with standard metrics such as customer satisfaction scores and first contact resolution rates and use this awareness to guide continuous improvement activities 9. Job Location : Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-Customer Service PR [75IO71] 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.
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