Job Summary
This hybrid role in a global enterprise focuses on delivering consistent and empathetic customer service for store related operations with clear emphasis on high quality interaction. The professional will handle customer queries support store staff document resolutions and coordinate with internal teams to improve service outcomes while working standard day shifts in a structured environment.
Responsibilities
- Handle incoming customer queries through approved channels and provide clear accurate and courteous responses that align with company service standards and policies.
- Resolve basic to moderately complex issues related to store transactions orders and service requests by following documented procedures and escalation paths.
- Document every customer interaction in the designated tools with accurate details to support traceability reporting and continuous improvement of service quality.
- Collaborate with cross functional teams such as store operations support and back office functions to ensure timely resolution of customer concerns.
- Assist store personnel by clarifying process steps system usage and policy interpretation to help them deliver a consistent and smooth in store experience.
- Monitor open service requests and follow up proactively with stakeholders to ensure that commitments made to customers are fulfilled within agreed timelines.
- Identify recurring issues patterns or pain points in customer contacts and share insights with supervisors to drive enhancements in processes and tools.
- Adhere strictly to data privacy security and compliance guidelines while handling customer information in all systems and communication channels.
- Maintain high standards of written and spoken English to ensure customers and store staff receive clear concise and professional communication at all times.
- Support the adoption of new tools systems and updates by learning features quickly and applying them in day to day customer service activities.
- Participate in team meetings feedback sessions and knowledge sharing activities to stay aligned with changing policies campaigns and store operations requirements.
- Track individual performance metrics such as response time quality scores and customer satisfaction and use feedback to improve service effectiveness.
- Adapt to a hybrid work environment by managing time self discipline and communication practices to maintain consistent service quality from both office and home settings.
Qualifications
- Demonstrate basic to intermediate experience in customer service environments such as contact centers retail support or helpdesk roles with focus on customer satisfaction.
- Show familiarity with store operations concepts including billing returns inventory queries and point of sale support even if gained through internships or academic projects.
- Exhibit strong communication skills in English for read write and speak capabilities enabling effective interaction with customers and internal partners.
- Display comfort with using computer based tools ticketing systems and collaboration platforms to log cases track progress and coordinate with colleagues.
- Apply problem solving and critical thinking skills to understand customer issues identify root causes and choose the most appropriate resolution path.
- Illustrate ability to work structured day shifts in a hybrid model while meeting schedule adherence productivity and quality expectations.
- Highlight any exposure to retail industry environments or store support activities which can help understand customer journeys and operational constraints.
Certifications Required
Any recognized certification in customer service support for example a customer support foundation or service excellence credential
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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
