Deskripsi Pekerjaan
Cognizant, a Fortune 500 global leader in digital transformation, is seeking a dedicated and customer-focused Customer Service Representative (CSR) to support a premier online videosharing platform. In this role, you will be the first point of contact for users around the world, providing exceptional support and resolving inquiries related to video content, account management, and technical issues. You will handle a variety of tasks including troubleshooting playback issues, assisting with video uploads, addressing copyright and policy concerns, and ensuring a seamless user experience.
As part of our Taguig City team, you will work in a dynamic, fast-paced environment that encourages collaboration and continuous learning. We value innovation and diversity, and we provide the tools and training needed to succeed. Cognizant offers competitive compensation, comprehensive benefits (including health coverage and paid time off), and real opportunities for career growth. Whether you are an experienced CSR or just starting your career in the BPO industry, this role offers a pathway to develop your skills in a global technology company.
Key aspects of the role include mastering the platform's features and policies, maintaining high customer satisfaction, and working with a supportive team to resolve complex issues. Shift flexibility is required, as we support users across different time zones.
If you have excellent communication skills, a problem-solving mindset, and a passion for helping others, we want to hear from you. Take the next step in your career and join Cognizant today!
Tanggung Jawab
- Respond to incoming customer inquiries via phone, email, and live chat, providing accurate and timely solutions.
- Assist users with account setup, video uploading, channel management, and platform navigation.
- Troubleshoot technical issues such as video buffering, streaming errors, and device compatibility.
- Address questions regarding content policies, copyright claims, and community guidelines.
- Document all interactions in the CRM system and maintain detailed records of issues and resolutions.
- Escalate complex or unresolved cases to the appropriate support teams.
- Meet performance targets including customer satisfaction scores, response time, and resolution rate.
- Stay updated on product changes, new features, and best practices to deliver accurate support.
Kualifikasi
- At least 6 months of customer service experience in a BPO or call center environment.
- Excellent verbal and written communication skills in English.
- Strong problem-solving skills and attention to detail.
- Basic technical knowledge and ability to learn new systems quickly.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Flexibility to work in shifting schedules, including nights, weekends, and holidays.
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Familiarity with online video sharing platforms like YouTube or Vimeo is advantageous.