Job Summary
This hybrid professional role focuses on delivering high quality customer service support for a global organization in a night shift environment managing inquiries and issues across multiple channels with empathy and accuracy. The position requires one to two years of experience in customer service and customer service management with exposure to ecommerce and multi channel environments considered beneficial. The candidate will contribute directly to customer satisfaction brand trust and lo
Responsibilities
- Handle a high volume of customer inquiries across phone email and chat channels and respond with clear accurate and timely information that resolves issues effectively
- Provide empathetic and professional assistance to customers by actively listening understanding their concerns and offering appropriate solutions that align with company policies
- Document each customer interaction comprehensively in the case management system to ensure accurate records that support follow up actions and continuous improvement
- Coordinate with internal teams such as operations technology and sales to investigate customer issues and ensure that complex problems are resolved within agreed timelines
- Utilize customer service management tools to track open tickets monitor service levels and ensure that all customer cases are followed through to complete resolution
- Adhere to established service level agreements and quality standards by managing response times call handling metrics and customer satisfaction scores during night shift operations
- Analyze recurring customer issues identify patterns and share insights with supervisors and process teams to support improvements in customer journeys and digital experiences
- Assist in supporting ecommerce store operations by helping customers with order status payment queries returns and refunds while maintaining a positive brand impression
- Manage multi channel communications consistently by ensuring that tone accuracy and completeness of information remain uniform across email chat and phone interactions
- Follow hybrid work model guidelines by maintaining productivity collaboration and secure handling of customer information while alternating between office and remote work settings
- Apply problem solving techniques to de escalate challenging customer situations and convert potential dissatisfaction into positive outcomes that strengthen customer trust
- Engage in continuous learning activities including process refreshers product updates and tool training to stay current and provide customers with relevant up to date information
- Contribute to the company purpose by ensuring that every customer interaction reflects fairness transparency and reliability which supports long term societal trust in digital commerce
Qualifications
- Demonstrate one to two years of hands on experience in customer service with proven ability to manage customer inquiries complaints and requests in a structured environment
- Exhibit practical experience using customer service management tools or ticketing systems to log track and resolve customer issues from initiation through closure
- Show familiarity with ecommerce store processes such as ordering payments shipping returns and refunds and explain these concepts clearly to customers without technical jargon
- Display understanding of multi channel customer engagement and apply this knowledge to deliver consistent service quality across chat email and voice based interactions
- Communicate fluently in English by reading writing and speaking with clarity and courtesy to diverse customer groups from various cultural and regional backgrounds
- Adhere to night shift schedules consistently and maintain high levels of attentiveness accuracy and professionalism during late hours without compromising service quality
- Adapt quickly to new procedures updated policies and emerging customer needs by applying a growth mindset and willingness to refine service approaches based on feedback
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
