Job SummaryThis hybrid role in a global organization focuses on delivering high quality customer service through multiple channels while working in rotational shifts. The professional will handle inquiries resolve issues efficiently and document interactions accurately contributing to a seamless store and digital experience in support of the company mission to enable trusted and inclusive customer journeys.
Responsibilities
Handle customer inquiries across phone email and chat channels with clear courteous and timely responses to maintain a consistently positive experience for every interaction
Resolve customer issues by applying defined procedures and analytical thinking to achieve first contact resolution wherever possible and reduce repeat contacts
Document each customer interaction in the service management system with accurate details about issues actions and outcomes to support traceability and continuous improvement
Escalate complex or sensitive cases to the appropriate support teams using established workflows to ensure that customers receive specialized assistance without unnecessary delay
Cooperate with store and operations teams by sharing customer feedback and recurring issues to help refine processes promotions and in store experiences
Coordinate with logistics and order management teams to provide customers with accurate updates on order status delivery timelines returns and refunds
Adhere to rotational shift schedules including weekends and holidays as required to ensure consistent support coverage for global customers in different time zones
Follow all customer service policies security standards and compliance requirements to protect customer information and uphold organizational trust
Use available knowledge bases scripts and frequently asked question resources to deliver consistent responses while suggesting updates when content gaps are identified
Participate in regular coaching sessions and performance reviews to improve service quality communication skills and quality monitoring scores
Contribute to team goals by meeting or exceeding targets related to response time resolution rate customer satisfaction and contact quality metrics
Support hybrid work expectations by maintaining productivity responsiveness and collaboration while alternating between remote and office based work environments
Identify opportunities for process simplification within customer service workflows and share practical suggestions that enhance efficiency and reduce customer effort
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Meet minimum education requirements such as a diploma or degree in any discipline with strong emphasis on communication and customer interaction exposure
Demonstrate foundational experience or internships in customer service environments involving direct interaction with customers through phone or digital channels
Exhibit the ability to handle high volume inquiries with resilience patience and emotional control especially during peak seasons and promotional periods
Show proficiency in English reading writing and speaking with clear articulation grammar accuracy and active listening skills tailored to diverse customer profiles
Apply basic knowledge of store operations such as billing inventory queries and in store pickup scenarios to guide customers through end to end shopping journeys
Use office productivity tools and customer service platforms including ticketing systems and customer relationship systems to manage tasks efficiently
Adapt quickly to new tools processes product updates and campaigns while maintaining consistency in service standards and compliance practices
Certifications RequiredCertified Customer Service Professional or equivalent entry level customer support certification
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant. Additional employment information Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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