Job Summary
Join a global organization as a Customer Service Professional Entry level delivering timely and empathetic support across hybrid channels while working in rotational shifts. Collaborate with store operations and cross functional teams to resolve queries enhance customer satisfaction and uphold service standards using clear English communication in both written and spoken form.
Responsibilities
- Handle incoming customer interactions through approved channels by responding with clear accurate and respectful communication that resolves issues on first contact whenever possible.
- Provide timely status updates on open requests by tracking progress in internal tools and keeping customers informed until resolution is achieved.
- Document every customer interaction in the case management system by capturing accurate details that support future analysis and continuous improvement.
- Follow standard operating procedures and knowledge articles by applying defined workflows that ensure consistent and compliant customer experiences.
- Escalate complex or high impact cases to senior colleagues or specialist teams by sharing all relevant context so that resolution is efficient and customer impact is minimized.
- Assist customers with store related questions such as product availability order status and basic policy clarifications by referencing store operations guidelines where applicable.
- Collaborate with store and back office teams in a hybrid work model by coordinating information that supports seamless online and in store experiences.
- Monitor service queues and personal performance metrics by prioritizing tasks and managing time effectively to meet response and resolution targets in rotational shifts.
- Identify recurring customer pain points by observing interaction patterns and sharing insights with the team to support service enhancements and process refinement.
- Support digital self service adoption by guiding customers through online tools and resources that enable quicker resolution of simple requests.
- Adhere to data privacy security and compliance requirements by handling customer information with discretion and following all regulatory and company policies.
- Participate in coaching sessions and skills training by applying feedback to improve communication empathy problem solving and technical proficiency in customer service tools.
- Contribute to a positive team environment by sharing helpful tips supporting peers and embracing a culture of inclusion accountability and continuous improvement in day to day work.
Qualifications
- Possess foundational experience or academic exposure in customer service or related fields demonstrating an understanding of how to manage inquiries complaints and feedback professionally.
- Communicate effectively in English by reading and writing clear messages and speaking with confidence and empathy in both virtual and on site interactions.
- Demonstrate basic familiarity with store operations concepts such as customer flow inventory queries and point of sale interactions even if acquired through internships or project work.
- Utilize standard office and collaboration tools with ease including email chat and ticketing systems while being willing to learn new customer service platforms as required.
- Adapt to rotational shift schedules in a hybrid work environment by managing personal routines responsibly while maintaining high levels of punctuality and reliability.
- Apply problem solving skills by listening carefully identifying core issues researching available guidance and selecting appropriate solutions that align with company policies.
- Exhibit strong interpersonal skills by remaining calm under pressure showing patience in challenging situations and maintaining a customer centric mindset.
- Show a continuous learning attitude by seeking feedback exploring knowledge resources and staying updated on product changes policies and store processes.
Certifications Required
Preferred certification in Customer Service or Contact Center operations such as Customer Service Professional certification or equivalent.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
