Job Summary
This customer service professional role supports clients through remote channels resolving inquiries and issues while representing the brand with empathy and accuracy. The position involves rotational shifts in a work from home model requiring strong communication skills consistent follow through and timely escalation when needed. Experience in store operations is valued to enhance understanding of customer needs and business processes.
Responsibilities
Handle inbound and outbound customer interactions through phone chat or email while maintaining a calm professional presence and ensuring timely resolution of each query within agreed service levels.Respond to product order and account related questions by analyzing customer information and system records and then providing clear accurate guidance that promotes trust and satisfaction.Document every customer interaction in the service management systems with precise case notes that support future follow up quality audits and continuous improvement.Resolve routine customer complaints by identifying root causes offering appropriate solutions and confirming closure so that repeat issues are minimized and customer confidence is reinforced.Escalate complex technical or policy related cases to appropriate internal teams using structured handoff procedures to support fast resolution and reduce operational risk.Collaborate with cross functional partners such as operations and quality teams to share recurring customer themes that can drive process enhancements and better service outcomes.Utilize knowledge of store operations when applicable to explain order processing return handling and stock availability in a way that aligns with frontline retail practices and customer expectations.Follow rotational shift schedules reliably including evenings and weekends when required while maintaining consistent performance and respecting regional time requirements.Apply active listening and empathetic communication techniques during every interaction to reduce customer frustration and reinforce the company commitment to responsible and caring service.Use available self service tools scripts and frequently asked questions to guide customers toward efficient solutions thereby reducing handling time and improving experience quality.Monitor personal performance metrics such as first contact resolution handling time and customer satisfaction scores and use feedback to adjust behaviors for ongoing skill growth.Adhere to all privacy security and compliance standards while working from home by following safe data handling practices and protecting customer information at all times.Support the company mission to deliver accessible responsible digital services by providing consistent high quality remote assistance that strengthens community trust in the brand.
Qualifications
Bring experience in customer service roles ideally between one and two years that demonstrates strong communication empathy and resilience when dealing with diverse customer situations.Show familiarity with store operations such as point of sale transactions returns and inventory awareness that helps connect customer requests with real world retail processes.Possess solid skills in using customer service software ticketing tools and basic office applications enabling accurate logging research and follow up of customer cases.Demonstrate capability to work effectively in a work from home environment by managing time maintaining focus and using collaboration tools to stay aligned with team objectives.Exhibit comfort with rotational shifts and changing workloads while preserving service consistency and maintaining a positive results driven approach.Display strong problem solving and critical thinking abilities that support quick identification of issues and selection of practical solutions that benefit both customers and the company.
Certifications Required
Preferred certifications include customer service or contact center credentials such as HDI Customer Service Representative or equivalent.
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。
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