About the Company
Cognizant is a global leader in business and technology services, helping clients transform their businesses in the digital era. With a focus on AI, automation, cloud, and digital engineering, we empower organizations worldwide to achieve superior customer experiences and operational efficiency. Join our innovative team and contribute to shaping the future of customer engagement.
Job Description
We are seeking a highly skilled and professional Online AI Customer Liaison to join our dynamic team. This is a fully remote role focused on leveraging artificial intelligence tools to enhance customer interactions and provide exceptional written support. The ideal candidate will be adept at understanding complex customer inquiries, utilizing AI-powered platforms to generate accurate and helpful responses, and maintaining a high standard of written communication. You will act as a bridge between customers and advanced AI solutions, ensuring seamless and satisfactory service delivery in a professional, empathetic, and efficient manner.
Key Responsibilities
- Manage and respond to customer inquiries primarily through written channels (email, chat, forums, etc.)
- Utilize AI-driven platforms and tools to research, analyze, and formulate comprehensive solutions for customer issues
- Refine and personalize AI-generated responses to ensure clarity, accuracy, and brand voice consistency
- Collaborate with AI development teams to provide feedback on tool performance and suggest improvements for AI models
- Maintain detailed records of customer interactions and resolutions within CRM systems
- Identify emerging customer trends and pain points, escalating complex issues when necessary
- Contribute to the creation and maintenance of a knowledge base for AI support protocols and best practices
- Ensure compliance with data privacy and security regulations in all customer communications
Required Skills
- Exceptional written communication and grammar skills in English
- Proven ability to interact professionally and empathetically with customers in a written format
- Experience with AI-powered customer support tools and platforms (e.g., chatbots, knowledge AI, generative AI)
- Strong problem-solving and critical thinking abilities
- High level of tech-savviness and ability to quickly learn new software and systems
- Ability to work independently in a remote environment with minimal supervision
- Excellent organizational skills and attention to detail
Preferred Qualifications
- Bachelor's degree in Communications, English, Marketing, or a related field
- 1+ years of experience in online customer support, technical writing, or a similar written communication role
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and case management systems
- Experience in a fast-paced, tech-driven environment
- Understanding of basic AI/ML concepts and their application in customer service
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off and flexible holiday schedule
- Professional development and growth opportunities, including AI training
- Dedicated remote work setup support and resources
- Employee assistance program
- Virtual team-building events and company culture initiatives
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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