Job Summary
Provide responsive customer service for global clients within a hybrid work model handling inquiries and issues across multiple channels while ensuring high satisfaction scores and service level adherence. Apply customer service management practices to resolve cases efficiently during rotational shifts using clear English communication to deliver reliable and empathetic support that reflects the company purpose of improving everyday experiences.
Responsibilities
- Handle incoming customer interactions with empathy and accuracy resolving requests and issues in line with agreed service levels and quality standards
- Manage customer service cases in the service management tool updating status and notes so that every interaction is traceable and easy to understand for the wider team
- Respond to customer queries in clear English across supported channels such as email chat or voice ensuring that information is correct and easy to follow
- Apply established knowledge articles and standard operating procedures to provide consistent solutions that reduce repeat contacts and improve customer confidence
- Escalate complex or high impact issues to the appropriate internal teams while maintaining ownership and proactive communication until resolution is confirmed
- Monitor open tickets regularly during each shift following up with customers and internal partners to make sure progress is visible and delays are minimized
- Identify recurring issues or patterns in customer feedback and share concise observations with the supervisor to support service improvements and product enhancements
- Maintain accurate records of customer details interactions and resolutions while respecting data privacy requirements and internal compliance guidelines
- Collaborate with peers during and across rotational shifts to ensure a smooth handover of cases and continuous support coverage for global customers
- Use performance dashboards and basic reports to track personal metrics such as response time resolution time and satisfaction scores and adjust working methods to meet team targets
- Participate in regular coaching sessions and knowledge sharing huddles to stay updated on process changes service updates and best practices in customer service management
- Contribute ideas to enhance multi channel customer journeys by describing pain points heard from customers and suggesting practical adjustments to scripts or workflows
- Support the company purpose by ensuring that every customer interaction ends with clear next steps and a feeling of trust which helps strengthen the organization reputation in the market
Qualifications
- Demonstrate foundational experience in customer service management by handling inquiries end to end using ticketing or case management tools for at least one year
- Show practical exposure to customer service processes in an information technology enabled environment where systems applications and digital tools are used daily
- Use fluent English reading writing and speaking skills to communicate confidently with customers and internal stakeholders across regions and time zones
- Apply knowledge of multi channel service concepts such as email chat and voice to adapt tone and style to the chosen channel even if prior exposure is limited
- Exhibit strong problem solving skills and resilience by managing demanding situations with calm behavior and a focus on factual solutions and timely follow up
- Display comfort with a hybrid work model and rotational shifts by organizing tasks proactively and maintaining consistent service quality regardless of location or time
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。
