CTS Recruitment – Call Center Representative

Job Responsibilities:

• Work in time-sensitive situations under pressure in a user-focused environment
• Escalate issues that arise while troubleshooting to Team Leads
• Provide guidance and support to our riders via phone, chat, and email
• Monitor user interactions and prioritize inquiries through our internal CRM system
• Monitor rider interactions through visual and audio prompts in our internal tools
• Meet internal metrics such as quality, performance SLAs and shift adherence
• Maintain up to date knowledge of Waymo’s self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
• Compose thoughtful, concise messages that align with Waymo’s voice across all channels

Job Requirements:

• 0 to 2 years of customer service for a ride sharing service / car company
• Basic technical troubleshooting knowledge with familiarity using client internal tools
• Experience/ Knowledge of answering incoming ride related phone calls
• Ability to coordinate and work with emergency response teams for emergency based assistance
• Advise customers/riders of troubleshooting steps regarding ride bookings & payment assistance
• Nice to have experience in Autonomous vehicle in a Customer service environment

Job Details:

Company: Cognizant

Vacancy Type: Full Time

Job Location: Scottsdale, AZ, US

Application Deadline: N/A

Apply Here

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