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Customer Service Specialist

Join our dynamic team as a Customer Service Specialist where you will play a pivotal role in enhancing customer satisfaction through effective communication and problem-solving. With a focus on omnichannel customer service you will be responsible for addressing customer inquiries and ensuring a seamless experience across various platforms. This hybrid role offers rotational shifts providing flexibility and exposure to diverse customer interactions.

Responsibilities

• Address customer inquiries and concerns through multiple communication channels to ensure a seamless customer experience.
• Utilize omnichannel tools to provide consistent and efficient service across all customer touchpoints.
• Collaborate with team members to resolve complex customer issues and enhance service delivery.
• Monitor and analyze customer feedback to identify areas for improvement and implement solutions.
• Maintain accurate records of customer interactions and transactions for future reference.
• Provide timely and accurate information to customers regarding products and services.
• Assist in developing and implementing customer service policies and procedures to improve efficiency.
• Participate in training sessions to stay updated on product knowledge and service techniques.
• Support call center operations by managing high-volume customer interactions effectively.
• Contribute to team goals by meeting individual performance targets and KPIs.
• Engage with customers in a professional and courteous manner to build positive relationships.
• Utilize language skills to communicate effectively with English-speaking customers.
• Adapt to rotational shifts to provide customer support during peak hours.

Qualifications

• Possess strong communication skills in English both written and spoken.
• Demonstrate proficiency in using omnichannel customer service tools and platforms.
• Exhibit problem-solving skills to address and resolve customer issues efficiently.
• Show a keen understanding of call center operations and best practices.
• Display the ability to work collaboratively in a team-oriented environment.
• Have a customer-centric mindset with a focus on delivering exceptional service.

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 caliber 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.

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.

Other employment-related information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.