Job Summary
This entry level customer service role supports home based associates in delivering responsive assistance for store operations and digital customers through remote channels. The position focuses on resolving inquiries documenting interactions and fostering positive customer outcomes while adhering to rotational shifts in a work from home model with no travel requirement. The role contributes to consistent service quality across markets.
Responsibilities
- Handle incoming customer queries through phone chat and email channels to provide clear accurate and timely resolutions that enhance overall satisfaction and trust in the company service model.
- Manage issue logging and case documentation in customer service systems to maintain high data quality and enable effective tracking analysis and continuous improvement of support processes.
- Coordinate with remote store operations and support teams to clarify product availability order status and policy details ensuring seamless end to end experiences for customers.
- Follow structured scripts guidelines and knowledge base material while still adapting responses to individual customer needs to deliver consistent and empathetic assistance.
- Escalate complex cases to senior team members or specialized departments using standardized workflows and priority rules to minimize resolution time and avoid repeated contacts.
- Monitor personal performance metrics such as response time first contact resolution and quality scores and apply coaching feedback to improve future interactions and outcomes.
- Adhere to rotational shift schedules in a work from home setup including evenings nights and weekends while maintaining reliable connectivity and professional remote work habits.
- Apply problem solving techniques when handling complaints and service failures by investigating root causes offering suitable remedies and reinforcing brand confidence.
- Collaborate with virtual colleagues through digital tools to share updates on common issues provide insights from customer feedback and support coordinated service improvements.
- Utilize customer service technology platforms including ticketing systems communication tools and basic reporting views to navigate workflows and track progress efficiently.
- Support store operations by accurately communicating promotion details return guidelines and order pickup procedures so that customers receive consistent information across channels.
- Contribute to the company purpose of making commerce more accessible and reliable by ensuring every interaction is handled with respect clarity and a focus on positive community impact.
- Maintain strict compliance with company policies data privacy standards and security practices to safeguard customer information and uphold organizational integrity.
Qualifications
- Demonstrate foundational customer service skills including active listening clear verbal communication and concise written responses that help customers feel understood and supported.
- Show ability to work effectively in a remote environment by managing time organizing tasks and using digital collaboration tools to stay aligned with team expectations.
- Bring knowledge or exposure to store operations concepts such as inventory handling checkout processes and fulfillment procedures which helps explain retail scenarios to customers more clearly.
- Exhibit comfort with rotational shifts and flexibility in scheduling while maintaining consistent performance and a professional service mindset.
- Display eagerness to learn new systems policies and product information through structured training and self driven study enabling faster adaptation to changing business needs.
- Hold strong interpersonal skills that support calm handling of difficult interactions and help turn challenging situations into constructive experiences for customers.
Certifications Required
Preferred certification in customer service such as Certified Customer Service Professional or similar entry level credential.
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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