Cognizant Hiring for a new role.

🛅  Job Roles and Responsibilities: –  

• Business / Customer/Articulate/communicate in a manner that is understood by clients/end users/Connect with the customer through various channels including chat support/Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client in a manner that is understandable by the end user/customer/nCreate verify and upload stock keeping units into the ERP Project/Process/nLearn & Follow the documented project guidelines as applicable/nProvides status updates to Clients or their designees on matters previously reported.
• /nDocument & Track each transaction in the CRM/Application as per the process guidelines/nRecord/Logging relevant details regarding Events in Customers service management tool and as applicable assigning categorization and prioritization codes/nMake initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owners of the IT Service Desk & transfer responsibility for resolution to the respective Process owners of other Processes for the remainder/nManage the lifecycle of Events & communicate with Clients regarding the Events regardless of whether the actions in response to such Events are performed by the applicable Process owners of the IT Service Desk or other Processes/nCoordinates with vendors assigned to resolve Events/nObtain Client feedback regarding the performance of IT services via appropriate and applicable means/nDevelop and produce comprehensive periodic management information packages regarding the delivery of IT services to Clients including/naThe various operations of the IT Service Desk call statistics call durations call abandonment assistance resolution rate/nbObservations regarding IT service delivery and recommendations for improvement/nFollow the rules®ulations of the hiring organization & the Customer/nEnsure 100% Customer Satisfaction Score & FCR Fist Call Resolutionon the calls handled wherever applicable/nSupport the team in meeting & Exceeding the agreed SLAs with the customer/nVSG supports co ordination of vendor dispatch for IT related equipment failures/nSupport break fixes for stores/nCovers lighting locks electricity plumbing scale and HVAC/nCreate work orders and manage complete work order life cycle/nProvides the ability for Clients to aSubmit Events including complaints regarding the quality of IT services egnon functioning hardware system access needs other issues with hardware or software and other inquiries regarding hardware software and IT services/nbSubmit orders for items within either the Service Catalog egIMACs or other applicable mechanisms/nCollects information from the applicable Process owners regarding resolution status and other activities that may impact or have already impacted Clients/nHandles voice email and web forms of transactions as listed below a inbound calls on customer complaintsb Customer Service emails from the end customer and store employees/ncL1 call originating from customersd/nCalls related to password resets POS Issues under access provisioning release of stuck scripts and HW/SW issues/nTax

Good To Have Skills

• POS Software & Hardware
• Point of Sale&Service
• Job ID: 00049815164