Job Summary
This hybrid role in a global organization focuses on delivering high quality customer service through multiple channels while working in rotational shifts. The professional will handle inquiries resolve issues efficiently and document interactions accurately contributing to a seamless store and digital experience in support of the company mission to enable trusted and inclusive customer journeys.
Responsibilities
- Handle customer inquiries across phone email and chat channels with clear courteous and timely responses to maintain a consistently positive experience for every interaction
- Resolve customer issues by applying defined procedures and analytical thinking to achieve first contact resolution wherever possible and reduce repeat contacts
- Document each customer interaction in the service management system with accurate details about issues actions and outcomes to support traceability and continuous improvement
- Escalate complex or sensitive cases to the appropriate support teams using established workflows to ensure that customers receive specialized assistance without unnecessary delay
- Cooperate with store and operations teams by sharing customer feedback and recurring issues to help refine processes promotions and in store experiences
- Coordinate with logistics and order management teams to provide customers with accurate updates on order status delivery timelines returns and refunds
- Adhere to rotational shift schedules including weekends and holidays as required to ensure consistent support coverage for global customers in different time zones
- Follow all customer service policies security standards and compliance requirements to protect customer information and uphold organizational trust
- Use available knowledge bases scripts and frequently asked question resources to deliver consistent responses while suggesting updates when content gaps are identified
- Participate in regular coaching sessions and performance reviews to improve service quality communication skills and quality monitoring scores
- Contribute to team goals by meeting or exceeding targets related to response time resolution rate customer satisfaction and contact quality metrics
- Support hybrid work expectations by maintaining productivity responsiveness and collaboration while alternating between remote and office based work environments
- Identify opportunities for process simplification within customer service workflows and share practical suggestions that enhance efficiency and reduce customer effort
Qualifications
- Meet minimum education requirements such as a diploma or degree in any discipline with strong emphasis on communication and customer interaction exposure
- Demonstrate foundational experience or internships in customer service environments involving direct interaction with customers through phone or digital channels
- Exhibit the ability to handle high volume inquiries with resilience patience and emotional control especially during peak seasons and promotional periods
- Show proficiency in English reading writing and speaking with clear articulation grammar accuracy and active listening skills tailored to diverse customer profiles
- Apply basic knowledge of store operations such as billing inventory queries and in store pickup scenarios to guide customers through end to end shopping journeys
- Use office productivity tools and customer service platforms including ticketing systems and customer relationship systems to manage tasks efficiently
- Adapt quickly to new tools processes product updates and campaigns while maintaining consistency in service standards and compliance practices
Certifications Required
Certified Customer Service Professional or equivalent entry level customer support certification
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.
