Call Center Customer Service Agent

Contact Center Agent

Front line contact center agents who handle calls, chats, and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems, and providing general information in a professional manner through positive and quality interactions.

Responsibilities:

Address issues or tasks assigned to them through ticketing systems via Chat, Email, or Phone channels simultaneously. Provide guidance and support to drivers via phone for break and maintenance requests. Assist with monitoring of vehicle alerts including but not limited to service alerts (oil changes, za, and gas, etc.) and take action as necessary by submitting work orders. Strong communication both written and verbal. Compose thoughtful, concise messages that align with Waymos voice across all channels. Excellent active listening skills. Time management, organizational skills. Excellent professional and diplomatic skills while being empathic with the client and or customer. Monitor rider interactions through visual and audio prompts in our internal tools. Adaptable and flexible not afraid of change which leads to growth. Comfortable working in a fast-paced environment. Superior troubleshooting skills with the goal of first touch resolution. Know when to escalate to Team Lead with complete troubleshooting description in case notes. Functional Testing for SW and HW related updates on required basis. Computer proficiency able to navigate Google Applications. Maintain up to date knowledge of Waymos self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner. Case creation, categorization, correct client code, prioritization. Case closure, follow up on aging or open tickets. Escalate to Team Lead and/or SME if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system. Superior skills at multi-tasking phones, chats, and emails. Exemplify professional and diplomatic demeanor with client and customer. Meet internal metrics such as quality performance SLAs and shift adherence.

Things to know before you apply:

Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

• Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email View email address on click.appcast.io with your request and contact information.
• AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
• Open position: Unless otherwise stated, this job posting is for an open position on our team.
• Language proficiency: 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.
• Inclusion: 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.

About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai.