Job Summary

Sr Consultant in customer service will design and optimize service processes for global clients in a hybrid work model focusing on day shift operations and zero travel commitments. The role involves analyzing service performance guiding adoption of best practices and driving continuous improvement that enhances customer satisfaction and supports sustainable business growth for the multinational organization.

Responsibilities

Design customer service strategies and frameworks that enhance resolution quality and reduce handling times while aligning with day shift operational constraints and hybrid work practices
Analyze customer interaction data and service metrics to identify patterns in issues and opportunities for improving satisfaction and retention across diverse client portfolios
Develop standardized service workflows and escalation paths that simplify agent decision making and consistently meet contractual service levels for global customers




Implement customer service policies and knowledge structures that ensure clear guidance for agents and promote accurate and empathetic responses across channels
Collaborate with cross functional stakeholders to refine service processes so that technology tools human efforts and customer expectations remain well coordinated
Create detailed documentation for procedures playbooks and best practices that supports efficient onboarding of recent team members and continuous skill maturity for existing staff
Provide guidance on omnichannel service practices that integrate voice email chat and self service options to deliver a coherent and reliable customer experience
Monitor daily service performance in a hybrid environment and propose targeted interventions that address recurring bottlenecks without disrupting day shift stability
Drive continuous improvement initiatives that streamline repetitive tasks reduce manual errors and free agents to focus on high value customer interactions
Conduct structured root cause analysi

📌 Sr Consultant (Chennai)
🏢 Cognizant
📍 Chennai