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Customer Service Representative

Company: Cognizant Technology Solutions
Location: Mesa
Posted on: November 17, 2021

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 InsightsCognizant, 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 technologyExperience 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 assistanceRole & 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 adherenceWhat'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.Job Type: Full-timePay: $16.00 - $17.00 per hourBenefits:
      • 401(k)
      • 401(k) matching
      • Dental insurance
      • Disability insurance
      • Flexible schedule
      • Health insurance
      • Life insurance
      • Paid time off
      • Paid training
      • Vision insurance
      • Work from homeSchedule:
        • Evening shift
        • Night shift
        • Overtime
        • Weekend availabilitySupplemental Pay:
          • Bonus payCOVID-19 considerations:This role is remote until we are confident that it is safe to return to the office (currently, orientation is in the office and the plan is a phased return). All guidelines recommended by the CDC and medical professionals are being strictly adhered to.Ability to commute/relocate:
            • Mesa, AZ: Reliably commute or planning to relocate before starting work (Required)Education:
              • High school or equivalent (Required)Experience:
                • Call Center Customer Service: 2 years (Preferred)Work Location:
                  • One location

Keywords: Cognizant Technology Solutions, Mesa , Customer Service Representative, Sales , Mesa, Arizona

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