**Job Summary** We are seeking a skilled SME-CX Niche professional with 3 to 5 years of experience in customer service. The ideal candidate will possess strong English speaking skills and a background in the Hi-Tech domain is a plus. This hybrid role involves rotational shifts offering an opportunity to contribute to our customer experience initiatives. **Responsibilities** + Lead customer service initiatives to enhance client satisfaction and loyalty. + Oversee the resolution of customer inquiries and issues ensuring timely and effective solutions. + Provide expert guidance on customer service best practices and strategies to improve overall performance. + Collaborate with cross-functional teams to align customer service efforts with company objectives. + Analyze customer feedback and data to identify trends and areas for improvement. + Develop and implement training programs to enhance team skills and knowledge. + Monitor and report on key performance indicators to track progress and success. + Ensure compliance with company policies and industry regulations in all customer interactions. + Utilize advanced communication skills to effectively engage with customers and stakeholders. + Drive continuous improvement initiatives to optimize customer service processes. + Support the integration of new technologies to enhance service delivery. + Foster a positive and collaborative team environment to achieve common goals. + Contribute to the companys mission by delivering exceptional customer experiences. **Qualifications** + Demonstrate proficiency in customer service with a focus on achieving high satisfaction rates. + Exhibit strong English speaking skills to communicate effectively with diverse audiences. + Possess a background in the Hi-Tech domain which is advantageous for understanding industry-specific needs. + Show adaptability to work in a hybrid model with rotational shifts. + Display analytical skills to interpret customer data and drive improvements. + Have experience in developing and delivering training programs for customer service teams. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.