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.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
