Sr Consultant

Cognizant · Chennai, Tamil Nadu · Posted 24 days ago

About this role

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 new team members and continuous skill maturity for existing staff • Provide gui