Job Summary
This role supports a global customer service team in a hybrid work model handling inquiries and issues across multiple channels while maintaining a consistent high quality experience. The position focuses on efficient case management clear communication and accurate documentation using standardized tools and processes. The role offers rotational shifts and exposure to store operations scenarios with an emphasis on continuous learning and service excellence.
Responsibilities
- Handle customer interactions through approved channels such as phone chat or email by following standard operating procedures and documenting every case clearly
- Resolve customer inquiries related to orders payments or service requests by researching information and providing accurate and empathetic responses that address the core issue
- Maintain high standards of communication by using clear language active listening and aligned messaging that reflects the company brand and values in every interaction
- Record detailed case notes in the customer service system by capturing context actions taken and outcomes so that future agents can easily understand the interaction history
- Escalate complex or high impact issues to the appropriate support teams by following defined criteria and timelines to minimize customer impact and maintain service quality
- Collaborate with peers and supervisors in a hybrid work environment by participating in virtual huddles and feedback sessions to share insights and improve service practices
- Adhere to rotational shift schedules by reliably managing start times breaks and handovers so that coverage is always maintained for customers in different regions
- Follow store operations related guidelines when relevant by understanding basic concepts like inventory reservations returns and promotions to support frontline store teams and customers
- Apply quality and compliance standards to every interaction by following security privacy and verification steps that protect customers and uphold regulatory requirements
- Use knowledge base articles and standard scripts by regularly consulting and updating content to keep responses consistent accurate and aligned with latest policies
- Contribute to customer satisfaction targets by tracking personal performance metrics such as response time first contact resolution and customer feedback and pursuing continuous improvement
- Participate in training and upskilling sessions by practicing new tools and techniques that enhance service efficiency and help align with evolving business needs
- Support the company purpose by treating every interaction as an opportunity to build trust reduce friction and make daily life easier for customers and communities
Qualifications
- Demonstrate basic experience or strong interest in customer service environments by showing comfort handling inquiries resolving issues and working with ticketing or contact center tools
- Show familiarity with store operations concepts such as point of sale transactions order pickups returns and stock checks which is considered beneficial but not mandatory
- Communicate effectively in English across reading writing and speaking by conveying information clearly adapting tone to customer needs and avoiding jargon
- Adapt to rotational shifts in a hybrid work arrangement by managing time energy and responsibilities to remain reliable and productive during varying schedules
- Exhibit strong problem solving skills by analyzing customer concerns identifying root causes and proposing practical solutions that align with company policies
- Display resilience and emotional control by handling difficult conversations respectfully staying calm under pressure and maintaining focus on positive outcomes
- Work collaboratively with team members and supervisors by sharing updates supporting colleagues during peak periods and contributing to a respectful inclusive environment
- Show willingness to learn new systems and processes by quickly adopting changes in tools workflows and guidelines that are introduced by the customer service organization
- Maintain attention to detail by accurately entering data following instructions and double checking critical information such as order numbers contact details and verification steps
Certifications Required
Preferred certifications include Customer Service Professional from a recognized training provider or equivalent customer support training program.
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。
