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Online Specialist - CM

Cognizant

5 - 7 years

Hyderabad

Posted: 3/18/2025

Job Description



Job Summary

We are seeking an experienced Online Specialist with 3 to 5 years of experience to join our team. The ideal candidate will have strong English speaking skills and a background in customer service. This role involves working in a hybrid model with rotational shifts. Experience in ISV and Hi-Tech domains is a plus. The candidate will play a crucial role in enhancing customer satisfaction and contributing to the companys success.


Responsibilities

  • Provide exceptional customer service by addressing customer inquiries and resolving issues promptly.
  • Utilize strong English speaking skills to communicate effectively with customers and team members.
  • Manage and oversee online customer interactions to ensure a positive experience.
  • Collaborate with cross-functional teams to improve service delivery and customer satisfaction.
  • Analyze customer feedback and provide insights to improve products and services.
  • Develop and implement strategies to enhance online customer engagement.
  • Monitor and report on key performance indicators related to customer service.
  • Ensure compliance with company policies and procedures in all customer interactions.
  • Stay updated with industry trends and best practices in customer service.
  • Assist in training and mentoring new team members to maintain high service standards.
  • Participate in rotational shifts to provide 24/7 customer support.
  • Utilize technical skills to troubleshoot and resolve customer issues efficiently.
  • Contribute to the continuous improvement of customer service processes and tools.

    • Qualifications

  • Must have excellent English speaking skills to communicate effectively with customers and team members.
  • Must have proven experience in customer service to address and resolve customer inquiries.
  • Nice to have experience in ISV and Hi-Tech domains to provide specialized support.
  • Must be able to work in a hybrid model and adapt to rotational shifts.
  • Must have strong analytical skills to analyze customer feedback and provide insights.
  • Must have the ability to collaborate with cross-functional teams to improve service delivery.
  • Must be proactive in staying updated with industry trends and best practices.
  • Must have the ability to train and mentor new team members.
  • Must have technical skills to troubleshoot and resolve customer issues.
  • Must have strong organizational skills to manage and oversee online customer interactions.
  • Must have the ability to develop and implement strategies to enhance customer engagement.
  • Must have the ability to monitor and report on key performance indicators.
  • Must have the ability to contribute to the continuous improvement of customer service processes and tools.

    • 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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