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Online Specialist - CM

JD 9


Job Summary

We are seeking an experienced Online Specialist with 3 to 5 years of experience to join our team. The ideal candidate will have strong English speaking skills and a background in customer service. This role involves working in a hybrid model with rotational shifts. Experience in ISV and Hi-Tech domains is a plus. The candidate will play a crucial role in enhancing customer satisfaction and contributing to the companys success.


Responsibilities

  • Provide exceptional customer service by addressing customer inquiries and resolving issues promptly.
  • Utilize strong English speaking skills to communicate effectively with customers and team members.
  • Manage and oversee online customer interactions to ensure a positive experience.
  • Collaborate with cross-functional teams to improve service delivery and customer satisfaction.
  • Analyze customer feedback and provide insights to improve products and services.
  • Develop and implement strategies to enhance online customer engagement.
  • Monitor and report on key performance indicators related to customer service.
  • Ensure compliance with company policies and procedures in all customer interactions.
  • Stay updated with industry trends and best practices in customer service.
  • Assist in training and mentoring new team members to maintain high service standards.
  • Participate in rotational shifts to provide 24/7 customer support.
  • Utilize technical skills to troubleshoot and resolve customer issues efficiently.
  • Contribute to the continuous improvement of customer service processes and tools.

    • Qualifications

  • Must have excellent English speaking skills to communicate effectively with customers and team members.
  • Must have proven experience in customer service to address and resolve customer inquiries.
  • Nice to have experience in ISV and Hi-Tech domains to provide specialized support.
  • Must be able to work in a hybrid model and adapt to rotational shifts.
  • Must have strong analytical skills to analyze customer feedback and provide insights.
  • Must have the ability to collaborate with cross-functional teams to improve service delivery.
  • Must be proactive in staying updated with industry trends and best practices.
  • Must have the ability to train and mentor new team members.
  • Must have technical skills to troubleshoot and resolve customer issues.
  • Must have strong organizational skills to manage and oversee online customer interactions.
  • Must have the ability to develop and implement strategies to enhance customer engagement.
  • Must have the ability to monitor and report on key performance indicators.
  • Must have the ability to contribute to the continuous improvement of customer service processes and tools.

    • About us

    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.

    Learn how Cognizant helps clients lead with digital at www.cognizant.com.

     

    What we offer

    • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
    • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
    • The opportunity to thrive on a high-calibre team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
    • A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
    • Flexible health and financial benefits to support you and your eligible dependents—from day one.
    • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

    Our commitment to diversity and inclusion

    Cognizant is an equal-opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, colour, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.

    Disclaimer:
    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.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

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