Call Center Customer Service Agent

Cognizant; Mesa (AZ); On-site; USD 21,000 - 30,000; Full time

Job summary

Cognizant Technology Solutions Corporation in Mesa, AZ is seeking proactive Call Center Agents to handle calls, chats, and emails for our clients. You will resolve inquiries, troubleshoot issues, and maintain professional communication across channels in a fast-paced environment.

This onsite role requires a high school diploma, 3-4 years of customer service experience, and strong problem-solving, communication, and basic technical troubleshooting skills. Local candidates only.

Qualifications

• High School Diploma or equivalent required.
• 3-4 years of customer service experience.
• Excellent spoken and written communication skills.
• Ability to troubleshoot technically and reason logically.
• Strong problem solving and ownership mindset.

Responsibilities

• Handle calls, chats, and emails for clients and customers.
• Provide guidance to drivers via phone for breaks and maintenance.
• Submit work orders for vehicle service alerts and issues.
• Draft clear messages aligned with client voice across channels.
• Escalate issues to Team Lead with complete notes.
• Meet quality, performance SLAs, and shift adherence.

Skills

Problem solving

Logical reasoning

First time resolution

Customer service

Communication skills

Technical troubleshooting

Ownership

Education

High School Diploma or equivalent

Job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are looking to hire a team of Call Center Agents for a new project in Mesa, AZ. Our front-line Call Center Agents handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role & Responsibilities

• Address issues or tasks assigned through ticketing systems, Chat, Email or Phone channels
• Provide guidance and support to drivers via phone for break and maintenance requests
• Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and , gas,etc.) and take action as necessary by submitting work orders

• Compose thoughtful, concise messages that align with the client's voice across all channels

• Monitor rider interactions through visual and audio prompts in our internal tools

• Know when to escalation to Team Lead with complete troubleshooting description in case notes

• Functional Testing for S/W and H/W related updates on required basis

• Maintain up to date knowledge of the client's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
• Case creation/ categorization – correct client code/prioritization. Case closure, follow up on aging or open tickets.
• Escalate to Team Lead if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system
• Meet internal metrics such as quality, performance SLAs and shift adherence

Required Skills & Qualifications

• At least a High School Diploma or equivalent is required
• Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• 3-4 years of customer service experience (Experience for a ride sharing service / car company preferred)
• Excellent spoken and written communication skills - (Versant >=65 or CEFR C1)
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic technical troubleshooting knowledge (Technological awareness is a must)
• Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs