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Online Analyst - CM

Cognizant

3 - 5 years

Hyderabad

Posted: 26/02/2025

Job Description



Job Summary

We are seeking an Online Analyst - CM with 2 to 3 years of experience in customer service and English speaking skills. The ideal candidate will work in a hybrid model with rotational shifts. Experience in ISV and Hi-Tech domains is a plus. The role involves analyzing online data providing customer support and ensuring high-quality service delivery.


Responsibilities

  • Analyze online data to identify trends and insights that can improve customer service.
  • Provide exceptional customer support through various online channels.
  • Ensure high-quality service delivery by adhering to company standards.
  • Collaborate with team members to resolve customer issues efficiently.
  • Utilize technical skills to troubleshoot and resolve customer inquiries.
  • Maintain accurate records of customer interactions and transactions.
  • Monitor and report on customer feedback to drive continuous improvement.
  • Assist in the development and implementation of customer service policies.
  • Participate in training sessions to stay updated on product knowledge and service techniques.
  • Communicate effectively with customers to understand their needs and provide appropriate solutions.
  • Work in a rotational shift model to ensure 24/7 customer support coverage.
  • Utilize domain knowledge in ISV and Hi-Tech to provide specialized support.
  • Contribute to the companys purpose by enhancing customer satisfaction and loyalty.

    • Qualifications

  • Possess 2 to 3 years of experience in customer service.
  • Demonstrate proficiency in speaking English.
  • Have experience in ISV and Hi-Tech domains (nice to have).
  • Exhibit strong analytical and problem-solving skills.
  • Show ability to work in a hybrid model with rotational shifts.
  • Display excellent communication and interpersonal skills.
  • Maintain a customer-focused mindset and attention to detail.

    • About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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