Deskripsi Pekerjaan
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. We are currently seeking a dynamic and customer-focused individual to join our team as a Customer Service Representative (CSR) for a premier online video sharing account based in Taguig City.
In this role, you will be the frontline support for millions of users, helping them navigate the platform, resolve issues, and ensure a seamless experience. You will handle inquiries related to account access, video uploads, content policies, and technical troubleshooting. Your ability to empathize with customers and provide accurate solutions will directly impact user satisfaction and platform growth.
At Cognizant, we invest in our people. We offer comprehensive training, competitive compensation, and a collaborative work environment where you can build a long-term career. As a CSR, you will have opportunities to develop skills in customer service, communication, and problem-solving while working with a global team.
Our online video sharing platform is one of the most visited websites globally, and your role will be crucial in maintaining a positive user experience. You'll work in a modern office facility in Taguig, with access to state-of-the-art tools and resources. We provide a supportive team atmosphere where your contributions are recognized and rewarded.
Key responsibilities include responding to customer inquiries through multiple channels, documenting interactions, escalating complex issues, and staying updated on product changes. We value individuals who are proactive, detail-oriented, and passionate about delivering excellent customer experiences.
If you are ready to take on a rewarding role in a dynamic industry, apply now and become part of Cognizant's success story in Taguig.
Tanggung Jawab
- Respond promptly and accurately to customer inquiries via phone, email, and live chat regarding account management, video sharing, and platform features.
- Diagnose and resolve technical issues such as streaming errors, upload failures, and account security concerns.
- Provide clear guidance on community guidelines, copyright policies, and content moderation.
- Maintain detailed records of customer interactions using CRM tools.
- Escalate unresolved issues to specialized teams with thorough documentation.
- Identify recurring customer issues and contribute to knowledge base articles.
- Collaborate with team members to meet performance metrics and quality standards.
- Participate in training sessions to stay updated on product enhancements and troubleshooting techniques.
Kualifikasi
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 1 year of customer service experience in a BPO or contact center environment.
- Excellent verbal and written communication skills in English; proficiency in other languages is a plus.
- Strong problem-solving skills and ability to handle challenging customer interactions with empathy.
- Familiarity with online video sharing platforms (e.g., YouTube, Vimeo) and social media.
- Ability to multitask and efficiently navigate between multiple software applications.
- Flexibility to work in rotating shifts, including night shifts, weekends, and holidays.
- Basic understanding of internet connectivity, browsers, and streaming technology.