Job Summary

This hybrid role for a senior consultant in customer service focuses on designing and optimizing advanced service strategies and processes for global clients. The consultant will use deep domain expertise to improve customer experience outcomes streamline operations and implement scalable solutions that align with enterprise objectives. The role requires 12 to 15 years of experience and offers day shifts without travel.

Responsibilities

• Drive strategic customer service transformation initiatives by assessing current service models identifying critical gaps and proposing pragmatic improvements that increase satisfaction and operational efficiency.
• Lead the design of end to end customer service workflows that are adaptable for hybrid work arrangements while ensuring consistent quality and adherence to enterprise standards.
• Oversee implementation of customer service process enhancements by coordinating with stakeholders across operations technology and quality teams to ensure timely and effective adoption.




• Provide expert guidance on contact center practices including case management escalation handling and omnichannel interactions to optimize first contact resolution and customer loyalty.
• Develop detailed service performance metrics dashboards and reporting frameworks that enable leadership to make data informed decisions on resource allocation and process refinement.
• Collaborate with client teams to define explicit service level objectives and translate them into actionable playbooks for day shift operations across hybrid and onsite environments.
• Mentor and coach service managers and senior analysts to elevate skills in problem solving communication and continuous improvement within the customer service function.
• Coordinate root cause analysis for recurring customer pain points and define corrective actions that reduce handling time error rates and repeat contacts for key customer segments.
• Guide the adoption of digital tools such as know

📌 Sr Consultant (Chennai)
🏢 Cognizant
📍 Chennai