Customer Service Representative - Escazu, Costa Rica - Cognizant Technology Solutions

Cognizant Technology Solutions Escazu, Costa Rica

hace 1 día

OTHER

Descripción

Sr. Analyst - Prod Ops

Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:

• Update required applications & tools and keep SME and TL informed of new issues.
• Respond through email and chat.
• Meet/Exceed targets set within the key research activities(Talent Research & Data Management).
• Ensure exceptional viability / accexptance rate.

Process Improvements and Adherence:

• Meet process SLAs / metrics – productivity and quality targets within the established timelines.
• Ensure process guidelines are followed and met as documented.
• Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
• Adhere to security practices set by organization.

Project Control, Management and Review / Program delivery:

• Receive tickets/work on issues related to respective process.
• Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.

Customer Relationship Management:

• Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

People/Team:

• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.

Personal Excellence:

• Record own attendance and time sheet related data.
• Complete mandatory training for self as identified.
• Align individual goals with team objectives (work cohesively with the team).

Must Have Skills

Speaking English
MS Excel
MS Office

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