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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
