Customer Service Representative at Cognizant in Mesa, Arizona

Job Description:

Part of the Rider Support team at the front lines of managing customer expectations, calming nerves and providing general support for our users as they join us on this path towards safer and more comfortable transport.

 

Responsible for responding to customer contacts across phone, email and chat channels, providing troubleshooting advice, and ensuring our customers have a great experience with this new technology

 

 
Role & Responsibilities

 

•  Provide guidance and support to our riders via phone, chat, and email


•  Compose thoughtful, concise messages that align with Waymo’s voice across all channels


•  Monitor rider interactions through visual and audio prompts in our internal tools


•  Escalate issues that arise while troubleshooting to Team Leads


•  Monitor user interactions and prioritize inquiries through our internal CRM system


•  Maintain up to date knowledge of Waymo’s self-driving technology, our service, and M


• Messaging by completing new trainings and knowledge checks in a timely manner


• Work in time-sensitive situations under pressure in a user-focused environment


•  Meet internal metrics such as quality, performance SLAs and shift adherence

                                                                                                                     

 

 
Experience and skill

 

• 0 to 2 years of customer service for a ride sharing service / car company 


• Basic technical troubleshooting knowledge


• Experience/ Knowledge of answering incoming ride related phone calls


• Ability to coordinate and work with emergency response teams for emergency based assistance


• Advise customers/riders of troubleshooting steps regarding ride bookings & payment assistance


• Nice to have experience in Autonomous vehicle in a Customer service environment 

 

 

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

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