Job Summary
This hybrid customer service role focuses on delivering precise and timely support for enterprise clients using MS Excel to manage customer data track service metrics and prepare performance reports. The position requires 0 to 1 year of experience in professional environments strong analytical thinking and consistent collaboration with internal teams to enhance customer satisfaction and support service quality improvements in a structured multinational setting.
Responsibilities
- Handle customer inquiries and service requests through multiple channels to ensure accurate and timely resolution of issues while maintaining a consistently professional tone in every interaction.
- Maintain detailed customer service logs and activity records using MS Excel to track cases monitor response times and support transparent reporting for internal stakeholders.
- Prepare structured daily and weekly Excel based reports on customer contacts issue categories and resolution trends to help teams identify recurring challenges and improvement opportunities.
- Coordinate with cross functional teams in operations and procurement to follow up on open requests and ensure smooth completion of customer related activities in line with agreed timelines.
- Support continuous improvement initiatives by using Excel data to highlight service gaps propose practical adjustments and contribute to refinements in customer service workflows.
- Respond to day shift customer queries and complaints with empathy and clarity focusing on problem solving and clear next steps that promote trust and satisfaction.
- Apply basic knowledge of procure to pay processes to provide context aware updates on order status approvals or escalations when relevant to customer inquiries.
- Collaborate with internal colleagues in a hybrid work model to share information on customer cases align on priorities and ensure consistent communication across channels.
- Monitor adherence to service level agreements by tracking key metrics in Excel and communicating potential risks or delays to supervisors and relevant teams.
- Follow standardized procedures and compliance guidelines for documentation escalation and resolution to protect customer data and uphold organizational policies.
- Contribute to knowledge base updates by documenting common customer issues steps to resolve them and Excel templates that simplify case handling for the wider team.
- Participate in regular performance reviews and feedback sessions using service metrics and Excel based dashboards to understand expectations and plan personal development.
- Support the company mission by delivering reliable customer care that strengthens long term client relationships and reinforces the organization role in enabling efficient business operations across industries.
Qualifications
- Demonstrate one to two years of experience in customer service or business operations roles with proven ability to manage inquiries document interactions and follow up consistently until closure.
- Possess strong proficiency in MS Excel including data entry use of formulas sorting filtering and creation of clear structured reports that support decision making and performance monitoring.
- Bring familiarity with multi channel customer communication such as phone mail and chat and show capability to switch between channels without losing accuracy or responsiveness.
- Display basic understanding of procure to pay and procurement practices such as purchase requests and order tracking which helps in providing informed responses to business customers.
- Show ability to work effectively in a hybrid environment by staying organized managing tasks independently and maintaining seamless communication with on site and remote colleagues.
- Exhibit solid written and verbal communication skills that enable clear explanation of service updates resolution steps and any required actions to customers and internal partners.
- Maintain a customer focused mindset by prioritizing timely resolution courteous interactions and detailed follow through that improves overall satisfaction and supports company reputation.
- Apply analytical thinking to interpret service data identify patterns in recurring customer issues and suggest practical improvements in processes or templates used by the service team.
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。