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Customer Service Agent

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Cognizant

2021-12-03 11:30:03

Job location Mesa, Arizona, United States

Job type: fulltime

Job industry: Call Centre / CustomerService

Job description

Join our team and you'll tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions!

"Working with Cognizant has enabled me to further develop my data science skill set while engaging directly with clients. I've enjoyed the benefits of responsibility from day one and am thrilled to be in a place where I make essential contributions to my team on a daily basis." - Sylvie Brick, Senior Associate, Business Analytics and Insights

Cognizant, a Fortune 200 corporation, is looking for a dynamic Customer Service Representative in Mesa, AZ to assist our customers in having a world-class experience in our driverless vehicles. They are encouraged to display critical thinking, analytical skills, high attention to detail, technical writing and good communication and interpersonal skills.

Part of the Driver Support team at the front lines of managing customer expectations, calming nerves and providing general support for our users as they join us on this path towards safer and more comfortable transport.

Responsible for responding to customer contacts across phone, email and chat channels, providing troubleshooting advice, and ensuring our customers have a great experience with this new technology
Experience and skill

0 to 2 years of customer service experience. Experience for a ride sharing service / car company preferred.
Basic technical troubleshooting knowledge
Experience/ Knowledge of answering incoming ride related phone calls
Ability to coordinate and work with emergency response teams for emergency-based assistance
Advise customers/riders of troubleshooting steps regarding ride bookings & payment assistance

Role & Responsibilities

Provide guidance and support to our drivers via phone, chat, and email
Compose thoughtful, concise messages that align with voice across all channels
Monitor rider interactions through visual and audio prompts in our internal tools
Escalate issues that arise while troubleshooting to Team Leads
Monitor user interactions and prioritize inquiries through our internal CRM system
Maintain up to date knowledge of self-driving technology, our service, and M
Messaging by completing new trainings and knowledge checks in a timely manner
Work in time-sensitive situations under pressure in a user-focused environment
Meet internal metrics such as quality, performance SLAs and shift adherence

What's in it for you? Well,

At Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available from day 1 of employment), great work-life balance (17 days PTO your first year in addition to paid holidays), 401k with matching component, employee stock purchase program, and many other benefits.

An inclusive environment embracing diversity: for the second time, Cognizant has been named to the Forbes list of Best Employers for Diversity based on survey responses from its employees!

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future. Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

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