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Live Chat Specialist

1 month ago

Calamba, Calabarzon, Philippines Cognizant Technology Solutions Philippines Inc. Full time

Live Chat Specialist role at Cognizant Technology Solutions involves delivering exceptional customer support through live chat, addressing inquiries with accuracy and efficiency, and collaborating with the customer service team to ensure client needs are met promptly.

Cognizant Technology Solutions is a leading professional services company transforming business, operating, and technology models for the digital era. We foster a diverse workforce and create opportunities for professional growth in a supportive and engaging environment.

As a Live Chat Specialist, you will be the first point of contact for clients seeking assistance, requiring you to address inquiries with accuracy and efficiency. Your role will involve close collaboration with our customer service team to ensure all client needs are met promptly.

Key Responsibilities:

  • Customer Interaction:

    • Handle live chat inquiries in a professional and empathetic manner.
    • Provide accurate and timely information to clients regarding products and services.
    • Resolve customer issues and concerns through effective communication and problem-solving skills.

  • Documentation:

    • Accurately log customer interactions and inquiries in the customer relationship management (CRM) system.
    • Ensure that records are maintained in accordance with company policies and procedures.

  • Collaboration:

    • Work closely with team members and other departments to facilitate seamless communication and troubleshooting of customer issues.
    • Participate in team meetings and contribute insights for process improvements.

  • Continuous Learning:

    • Stay updated with product knowledge and industry trends to enhance customer support.
    • Engage in training sessions provided by the company to continuously develop your skills.

  • Performance Monitoring:

    • Meet and exceed key performance indicators (KPIs) set by the management team, including response times, customer satisfaction scores, and resolution rates.
    • Regularly review personal performance metrics and actively seek to improve service delivery.

  • Feedback and Improvement:

    • Provide feedback on common customer issues to help enhance service offerings and operational processes.
    • Help identify areas for improvement in the chat process for an enhanced customer experience.

Requirements:

  • Education:

    • High school diploma or equivalent; a degree in communications, business, or a related field is a plus.

  • Experience:

    • Minimum of 4 years of experience in a customer service role, preferably in live chat support.

  • Technical Skills:

    • Proficient in using customer service software and systems.
    • Comfortable navigating multiple applications simultaneously.

  • Personality Traits:

    • Adaptable: Ability to adjust to changing customer needs and situations smoothly.
    • Energetic: A positive attitude and the enthusiasm to help customers effectively.

  • Soft Skills:

    • Emotional Intelligence: Ability to understand and manage your emotions and those of customers to create a comfortable rapport.
    • Strong Communication: Excellent verbal and written communication skills to convey information clearly and concisely.

Benefits:

  • Comprehensive training and professional development opportunities.
  • Life insurance coverage for peace of mind.
  • A joining bonus upon successful hiring.
  • A work environment that recognizes and rewards performance and merit.

We believe in acknowledging excellence and creating pathways for success. We recognize our employees' contributions and work hard to promote a culture of meritocracy, where results and performance lead to growth and advancement opportunities.

Cognizant Technology Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.