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Cts Job Openings – Rider Support Agent

Cognizant

Job Description:

Part of the Rider Support team at the front lines of managing customer expectations, calming nerves, and providing general support for our users as they join us on this path towards safer and more comfortable transport. Responsible for responding to customer contacts across phone, email and chat channels, providing troubleshooting advice, and ensuring our customers have a great experience with this new technology

Job Responsibilities:

  • Work in time-sensitive situations under pressure in a user-focused environment
  • Escalate issues that arise while troubleshooting to Team Leads
  • Meet internal metrics such as quality, performance SLAs and shift adherence
  • Monitor rider interactions through visual and audio prompts in our internal tools
  • Provide guidance and support to our riders via phone, chat, and email
  • 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
  • Monitor user interactions and prioritize inquiries through our internal CRM system

Job Requirements:

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

Job Details:

Company: Cognizant

Vacancy Type: Full Time

Job Location: Corpus Christi, TX, US

Application Deadline: N/A

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