Cognizant seeking a dedicated Process Specialist with 1 to 3 years of experience to join our team. The ideal candidate will have expertise in Customer Service Management and a strong background in Service Desk Website Management and User Experience Services. This role involves optimizing processes to enhance customer satisfaction and operational efficiency. Candidates are advised to apply soon, before the link expires
Name of the Organization: Cognizant
Requisition ID: 00060570181
Positions: Analyst
Location: Chennai
Salary: As per company Norms
Educational Qualifications:
- Possess a strong background in customer service management with a focus on service desk operations.
- Demonstrate expertise in website management and user experience services.
- Have excellent communication and interpersonal skills to effectively interact with customers and team members.
- Show proficiency in analyzing data and generating actionable insights.
- Exhibit strong problem-solving skills and the ability to think critically.
- Display a proactive approach to identifying and addressing issues.
- Be capable of working independently and as part of a team.
- Have a keen eye for detail and a commitment to quality.
- Demonstrate the ability to manage multiple tasks and prioritize effectively.
Certifications Required
- Certified Customer Service Professional (CCSP) ITIL Foundation Certification
Responsibilities:
- Oversee the daily operations of the service desk to ensure timely and effective resolution of customer issues.
- Provide exceptional customer service management by addressing and resolving inquiries and complaints.
- Manage website content and ensure it is up-to-date user-friendly and aligned with company standards.
- Enhance user experience services by analyzing feedback and implementing improvements.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Monitor and report on key performance indicators to track the effectiveness of service desk operations.
- Develop and implement best practices for website management and user experience services.
- Train and mentor junior staff to ensure they are equipped with the necessary skills and knowledge.
- Conduct regular audits of service desk operations to identify areas for improvement.
- Utilize customer feedback to drive continuous improvement initiatives.
- Ensure compliance with company policies and industry regulations.
- Provide technical support and guidance to customers and internal teams.
- Lead projects aimed at enhancing customer service and operational efficiency.
