Sr Consultant, Chennai, Tamil Nadu, India

Job summary

Sr Consultant in customer service will design and optimize service processes for global clients in a hybrid work model focusing on day shift operations and zero travel commitments. The role involves analyzing service performance guiding adoption of best practices and driving continuous improvement that enhances customer satisfaction and supports sustainable business growth for the multinational organization.

Responsibilities

Design customer service strategies and frameworks that enhance resolution quality and reduce handling times while aligning with day shift operational constraints and hybrid work practices
Analyze customer interaction data and service metrics to identify patterns in issues and opportunities for improving satisfaction and retention across diverse client portfolios
Develop standardized service workflows and escalation paths that simplify agent decision making and consistently meet contractual service levels for global customers
Implement customer service policies and knowledge structures that ensure clear guidance for agents and promote accurate and empathetic responses across channels
Collaborate with cross functional stakeholders to refine service processes so that technology tools human efforts and customer expectations remain well coordinated
Create detailed documentation for procedures playbooks and best practices that supports efficient onboarding of new team members and continuous skill maturity for existing staff
Provide guidance on omnichannel service practices that integrate voice email chat and self service options to deliver a coherent and reliable customer experience
Monitor daily service performance in a hybrid environment and propose targeted interventions that address recurring bottlenecks without disrupting day shift stability
Drive continuous improvement initiatives that streamline repetitive tasks reduce manual errors and free agents to focus on high value customer interactions
Conduct structured root cause analysis for complex service breakdowns and recommend pragmatic changes that reduce recurrence and strengthen customer trust
Coordinate with training teams to translate customer service insights into practical learning content that elevates agent capabilities and confidence in handling challenging scenarios
Evaluate customer feedback and survey results and convert them into prioritized enhancement plans that align operational changes with real customer expectations
Advise management on service transformation opportunities that support the multinational company purpose of responsible growth improved customer wellbeing and positive societal impact through fair and responsive service practices

Qualifications

Demonstrate five to seven years of progressive experience in customer service consulting or advanced service operations with measurable contributions to service quality and efficiency
Show strong practical knowledge of customer service process design incident handling and escalation management in structured environments with clear performance objectives
Apply expertise in using service metrics dashboards and reporting tools to interpret performance trends and translate numerical insights into actionable improvement recommendations
Exhibit proficiency in written and verbal communication that enables clear documentation of complex procedures and constructive interaction with diverse stakeholder groups
Utilize problem solving skills and analytical thinking to diagnose root causes of customer dissatisfaction and design realistic and sustainable corrective actions
Display familiarity with common customer service platforms and case management tools and demonstrate the ability to configure workflows in line with business requirements
Maintain disciplined work practices suitable for a hybrid model and day shift schedule including reliable self management time prioritization and structured remote collaboration

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
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Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

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