SME-CX Niche

1 week ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Job Summary

We are seeking a skilled SME-CX Niche professional with 3 to 5 years of experience in customer service. The ideal candidate will possess strong English speaking skills and a background in the Hi-Tech domain is a plus. This hybrid role involves rotational shifts offering an opportunity to contribute to our customer experience initiatives.

Responsibilities

  • Lead customer service initiatives to enhance client satisfaction and loyalty.
  • Oversee the resolution of customer inquiries and issues ensuring timely and effective solutions.
  • Provide expert guidance on customer service best practices and strategies to improve overall performance.
  • Collaborate with cross-functional teams to align customer service efforts with company objectives.
  • Analyze customer feedback and data to identify trends and areas for improvement.
  • Develop and implement training programs to enhance team skills and knowledge.
  • Monitor and report on key performance indicators to track progress and success.
  • Ensure compliance with company policies and industry regulations in all customer interactions.
  • Utilize advanced communication skills to effectively engage with customers and stakeholders.
  • Drive continuous improvement initiatives to optimize customer service processes.
  • Support the integration of new technologies to enhance service delivery.
  • Foster a positive and collaborative team environment to achieve common goals.
  • Contribute to the companys mission by delivering exceptional customer experiences.

Qualifications

  • Demonstrate proficiency in customer service with a focus on achieving high satisfaction rates.
  • Exhibit strong English speaking skills to communicate effectively with diverse audiences.
  • Possess a background in the Hi-Tech domain which is advantageous for understanding industry-specific needs.
  • Show adaptability to work in a hybrid model with rotational shifts.
  • Display analytical skills to interpret customer data and drive improvements.
  • Have experience in developing and delivering training programs for customer service teams.

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