Cognizant · 1 day ago
SPE-AV Social Media Monitoring
Palestinian Authority
Full-time
Onsite
Entry Level
3+ years expCognizant is seeking front line contact center agents to handle calls, chats, and emails for clients and their customers. The role involves responding to inquiries, managing complaints, and troubleshooting significant client and customer service problems while providing quality interactions.
ConsultingIndustrial AutomationInformation TechnologySoftwareSoftware Engineering
Responsibilities
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
Address issues or tasks assigned to them through ticketing systems via Chat Email or Phone channels
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 gasetc 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 managementorganizational 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 fastpaced 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 selfdriving technology our service and messaging by completing new trainings and knowledge checks in a timely manner
Case creation categorization correct client codeprioritization Case closure follow up on aging or open tickets
Escalate to Team Lead if all areas of troubleshooting have been tried Monitor user interactions and prioritize inquiries through our internal CRM system
Superior skills at multitasking phones chats and emails Exemplify professional and diplomatic demeanor with client and customer
Meet internal metrics such as quality performance SLAs and shift adherence
Qualification
Required
Excellent problem solving skills and the ability to logically reason out deduce situations logically to troubleshoot sequentially in order to provide global quality assistance
Ambitious, energetic and carry the mindset to deliver first time resolution
Excellent customer service skills thorough with call, chat and email correspondence
Basic technical troubleshooting knowledge. Technological awareness is a must
Spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
Professional, diplomatic and empathetic persona which is evident through the quality of work handling voicemail, Email, Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written
Flexible to working in shifts and familiar with a 24x7 work atmosphere
34 years of customer service experience. Experience for a ride sharing service/car company preferred
Willing to work onsite 100% of the time
Excellent spoken and written communication skills. Versant 65 or CEFR C1
Successful completion of 90 day probationary period
No Attendance Occurrences/write ups or disciplinary action within the last 90 days
Meet or Exceed existing Performance Service Level Agreements (SLA) and Quality Assurance Standards
Preferred
Experience of working with Tier 1 clients
Knowledge/exposure on ticketing tools Service Now, Remedy, Spiceworks, Hubspot, etc
Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Already have an understanding of Contact center metrics and how they relate to the teams goals and Customer Service
Company
Cognizant
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era.
10001+ employees
H1B Sponsorship
Cognizant has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11113)
2024 (11423)
2023 (13054)
2022 (13876)
2021 (12651)
2020 (28659)
Funding
Current Stage
Public CompanyTotal Funding
$0.24MKey Investors
Summit Financial Wealth Advisors
2025-03-08Post Ipo Equity
2016-11-18Post Ipo Equity· $0.24M
1998-06-19IPO
Leadership Team
Ravi Kumar S
Chief Executive Officer
Anil Cheriyan
CTO / EVP Strategy & Technology
Recent News
Hindu Business Line
2026-01-11
2026-01-08
Company data provided by crunchbase