Job Summary
This hybrid role focuses on delivering consistent and empathetic customer service while maintaining accurate records and reporting using MS Excel for a global organization. The professional will handle day to day customer inquiries coordinate with internal teams and support store operations data and processes to improve service quality and operational efficiency. The role operates in a day shift schedule with no travel requirements and emphasizes structured problem solving clarity in communi
Responsibilities
- Handle incoming customer inquiries through multiple channels and provide precise responses that resolve issues efficiently while maintaining a calm and professional tone at all times.
- Manage customer complaints by thoroughly investigating concerns documenting details in tracking systems and following clear resolution steps that align with company service standards.
- Maintain accurate service records in MS Excel by updating logs creating structured spreadsheets and tracking key service metrics to support reporting and continuous improvement.
- Prepare simple reports in MS Excel using filters and basic formulas to summarize customer interactions identify recurring issues and support data driven decisions for service enhancements.
- Collaborate with internal teams such as operations and inventory to ensure customer requests related to product availability and order status are resolved with clear and timely communication.
- Support store operations data activities by validating stock information updating basic store related records and aligning customer promises with realistic store capabilities where applicable.
- Guide customers through step by step processes related to orders returns and general queries ensuring instructions are easy to understand and reduce repeat contacts.
- Monitor daily queues and prioritize customer requests based on urgency and impact ensuring that service level targets and response times are consistently met.
- Follow standardized procedures scripts and knowledge base content to ensure consistent responses while also suggesting improvements where recurring customer pain points are observed.
- Assist in maintaining customer satisfaction indicators by capturing feedback noting trends in Excel trackers and escalating meaningful insights to supervisors for action.
- Contribute to process documentation by updating simple reference guides and checklists that help the wider team handle customer service and store operations related tasks more effectively.
- Adhere to all company policies related to data privacy information security and ethical conduct while handling customer information and internal operational data.
- Support hybrid work expectations by maintaining productivity responsiveness and accurate documentation whether working from office or approved remote locations.
Qualifications
- Demonstrate practical experience in customer service environments of one to two years with consistent use of clear communication and structured problem solving to resolve customer requests.
- Apply working knowledge of MS Excel including data entry sorting filtering basic formulas and simple report preparation to manage service logs and operational trackers effectively.
- Show familiarity with store operations practices such as stock checks order status coordination and basic merchandising processes to better understand customer and store interactions.
- Exhibit strong interpersonal skills by engaging with diverse customers and colleagues in a respectful and inclusive manner focusing on building trust and long term satisfaction.
- Use time management and organizational skills to handle multiple customer requests maintain accurate documentation and meet daily targets in a hybrid work environment.
- Demonstrate adaptability to standardized processes and new tools quickly learning updated procedures that improve customer experience and operational efficiency.
- Display a continuous improvement mindset by observing recurring service issues capturing them in structured Excel sheets and suggesting practical enhancements to workflows.
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。