Customer Service Representative - Center of Excellence

Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire Customer Service Representatives (CSRs) for our Center Of Excellence (CoE). This role is On Site, and all candidates must reside in the United States. Job Summary: We are seeking experienced and empathetic Customer Service Representatives (CSRs) to support our riders and users in the fast-evolving Autonomous Vehicle (AV) domain. You will be the first line of support, resolving real-time rider concerns, documenting edge cases, and contributing to continuous service improvement. If you have prior exposure to AV technology or related fields, along with strong communication and analytical skills, we’d love to meet you. Responsibilities Customer Support & Empathy Provide timely, friendly, and empathetic support via phone, chat, and email for AV rider issues and inquiries, especially during high-stress or edge case situations. Monitor rider interactions through visual and audio prompts in our internal tools Address issues or tasks assigned to them through ticketing systems, via Chat, Email or Phone channels Provide guidance and support to drivers via phone for break and maintenance requests Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and , gas,etc.) and take action as necessary by submitting work orders Strong communication both written and verbal. Compose thoughtful, concise messages that align with Waymo’s voice across all channels Functional Testing for S/W and H/W related updates on required basis Computer proficiency able to navigate Google Applications Maintain up to date knowledge of Waymo’s self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner Case creation/ categorization – correct client code/prioritization. Case closure, follow up on aging or open tickets. Issue Resolution & Escalation Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance) Must be ambitious, energetic and carry the mindset to deliver first time resolution 1-2 years of customer service experience (Experience for a ride sharing service / car company preferred) Excellent customer service skills (thorough with call, chat and email correspondence) Basic technical troubleshooting knowledge (Technological awareness is a must) Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written) Documentation & Analysis Log detailed, accurate notes and edge case observations into internal tools (e.g., Buganizer or equivalent) to inform AV operations and product teams. Metrics Accountability Meet and exceed performance KPIs including Customer Satisfaction (CSAT), FCR, response time, and case documentation quality. Cross-functional Collaboration Work closely with Safety, Operations, and Engineering teams to provide rider insights that help shape AV product and service improvements. Compliance & Confidentiality Adhere to company and client protocols for safety, privacy, and data handling, especially when dealing with real-world incidents. Required Skills and Experience 1+ years of customer service experience, ideally within autonomous vehicle, mobility, transportation, or tech support environments. Strong problem-solving and analytical abilities to assess complex or unusual customer scenarios. Excellent verbal and written communication skills with a calm, empathetic, and proactive approach. Proven experience with ticketing tools, CRM systems, and customer documentation standards. Comfortable with shift work and dynamic operational environments. Preferred Qualifications Bilingual fluency (e.g., Spanish, Mandarin, Tagalog, Vietnamese, Korean, etc.) Familiarity with AV platforms, ride-hailing operations, or tech product support. Experience handling edge case reporting and working with bug-tracking tools (e.g., Buganizer, JIRA). Exposure to incident response protocols or rider safety handling in tech-forward environments.