Job Summary :
This hybrid customer service specialist role focuses on delivering consistent multichannel support while using MS Excel to track performance analyze service data and improve customer outcomes. The role involves handling day shift interactions resolving complex service issues and collaborating with internal teams to enhance customer satisfaction and operational efficiency for a global enterprise. 3.
Responsibilities :
- Handle customer inquiries and issues across primary channels during day shifts and ensure timely resolution that improves satisfaction and long term retention of clients in a multinational environment.
- Manage end to end case workflows and follow up on open customer tickets to provide clear status updates and close issues in alignment with agreed service level expectations.
- Utilize MS Excel to maintain structured logs of customer interactions compile service metrics and prepare basic reports that help stakeholders understand performance trends.
- Analyze recurring customer issues using Excel based data to identify root causes propose process adjustments and support continuous improvement initiatives in customer service operations.
- Coordinate with cross functional internal teams such as operations finance and technical support to ensure that customer requests are resolved accurately and within agreed timelines. - Document every customer interaction in the designated tools with thorough notes and standardized categorization so that others can quickly understand history and context.
- Support multichannel communication strategies by adapting responses for phone chat and email communications and maintain a consistent tone that reflects company values and brand standards.
- Escalate complex or sensitive customer cases using defined protocols to appropriate experts and monitor progress so that customers receive clear and timely outcomes.
- Contribute to knowledge base content by capturing common questions drafting response templates and updating informational materials so customers and colleagues can access accurate guidance.
- Collaborate with team members in a hybrid work environment to share best practices review service performance metrics and implement action plans that uplift overall customer experience. - Apply structured problem solving and empathetic communication techniques to defuse challenging interactions and turn negative experiences into constructive outcomes for customers and the organization.
- Track personal productivity and quality scores using Excel dashboards or reports and use these insights to adjust work habits and meet or exceed predefined performance objectives. - Support the company purpose by ensuring that every customer interaction reflects reliability transparency and care thereby strengthening trust and delivering positive impact in the communities served.
-Qualifications –
Demonstrate practical experience of at least three years in customer service roles handling direct interactions with clients and managing case resolution in a structured support environment. - Show strong proficiency in MS Excel including use of basic formulas filtering sorting and data validation to maintain service logs and prepare performance summaries that guide decisions.
- Display familiarity with multichannel support environments such as phone email and digital messaging platforms and adapt communication styles to match the expectations of each channel.
- Bring experience working in hybrid office arrangements and use collaboration tools effectively to coordinate with colleagues and maintain consistent service quality regardless of work location.
- Exhibit clear written and verbal communication skills that enable accurate understanding of customer needs and concise articulation of solutions and next steps.
- Apply organized time management skills to balance multiple cases prioritize requests according to urgency or impact and meet defined service level measures without compromising quality.
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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