Customer Service Representative Customer Service Representative …

Cognizant
in Phoenix, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in Phoenix, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
Customer Service Representative

Partof 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 onthis path towards safer and more comfortable transport.



Responsiblefor responding to customer contacts across phone, email and chat channels,providing troubleshooting advice, and ensuring our customers have a greatexperience with this new technology





Role & Responsibilities



? Provide guidance and support to our riders viaphone, chat, and email

? Compose thoughtful, concise messages thatalign with Waymo's voice across all channels

? Monitor rider interactions through visual andaudio prompts in our internal tools

? Escalate issues that arise whiletroubleshooting to Team Leads

? Monitor user interactions and prioritizeinquiries through our internal CRM system

? Maintain up to date knowledge of Waymo'sself-driving technology, our service, and M

? Messagingby completing new trainings and knowledge checks in a timely manner

? Workin time-sensitive situations under pressure in a user-focused environment

? Meet internal metrics such as quality,performance SLAs and shift adherence






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