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Job Summary
Primary requirement: Portuguese speaker+English Good to have: SpanishAs a Process Specialist in our CHD team you will be responsible for enhancing customer experiences across multiple channels. You will work closely with store operations to ensure seamless service delivery. This role requires a strong understanding of customer voice and service with a focus on improving operational efficiency and customer satisfaction.
Responsibilities
Lead initiatives to gather and analyze customer feedback to improve service quality. Oversee the implementation of customer service strategies across various channels. Provide support to store operations to ensure consistent service delivery. Collaborate with cross-functional teams to enhance multi-channel customer experiences. Monitor and report on key performance indicators related to customer service and store operations. Develop and implement process improvements to enhance operational efficiency. Ensure compliance with company policies and procedures in all customer interactions. Conduct regular training sessions for staff to improve customer service skills. Manage customer complaints and resolve issues in a timely manner. Utilize customer voice data to identify trends and areas for improvement. Support the development of new customer service initiatives and programs. Coordinate with store managers to ensure alignment of service standards. Drive continuous improvement in customer satisfaction scores.Qualifications
Possess strong analytical skills to interpret customer feedback data. Demonstrate excellent communication skills for effective customer interactions. Have a solid understanding of multi-channel customer service strategies. Show proficiency in using customer service software and tools. Exhibit strong problem-solving abilities to address customer issues. Be detail-oriented with a focus on process improvement. Display a customer-centric mindset with a passion for enhancing service quality.The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 345,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
