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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。