Customer Service Representative

Company: Cognizant
Location: Mesa
Posted on: November 25, 2022

Job Description:

Join our team and you'll tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions!
Cognizant, a Fortune 200 corporation, is looking for dynamic Help Desk/Customer Service Representative in Mesa, AZ to assist the customers in having a world-class experience in driverless vehicles. Our agents 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.We are searching for 2 profiles

• Rider Services - these will be customer service agents who will take calls from passengers and respond to questions about the rides, billing, complaints about reaching their destination, concerns they have with the vehicle and /or operator, etc.ShiftOvernight - 10:00 pm to 7:00 am
  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 - The candidates should be flexible to work any day of the week, but the hours will be steady
      
      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, 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.

Keywords: Cognizant, Mesa , Customer Service Representative, Hospitality & Tourism , Mesa, Arizona