Job Summary
This hybrid professional role focuses on delivering high quality customer service support for a global organization in a night shift environment managing inquiries and issues across multiple channels with empathy and accuracy. The position requires one to two years of experience in customer service and customer service management with exposure to ecommerce and multi channel environments considered beneficial. The candidate will contribute directly to customer satisfaction brand trust and lo
Responsibilities
- Handle a high volume of customer inquiries across phone email and chat channels and respond with clear accurate and timely information that resolves issues effectively
- Provide empathetic and professional assistance to customers by actively listening understanding their concerns and offering appropriate solutions that align with company policies
- Document each customer interaction comprehensively in the case management system to ensure accurate records that support follow up actions and continuous improvement
- Coordinate with internal teams such as operations technology and sales to investigate customer issues and ensure that complex problems are resolved within agreed timelines
- Utilize customer service management tools to track open tickets monitor service levels and ensure that all customer cases are followed through to complete resolution
- Adhere to established service level agreements and quality standards by managing response times call handling metrics and customer satisfaction scores during night shift operations
- Analyze recurring customer issues identify patterns and share insights with supervisors and process teams to support improvements in customer journeys and digital experiences
- Assist in supporting ecommerce store operations by helping customers with order status payment queries returns and refunds while maintaining a positive brand impression
- Manage multi channel communications consistently by ensuring that tone accuracy and completeness of information remain uniform across email chat and phone interactions
- Follow hybrid work model guidelines by maintaining productivity collaboration and secure handling of customer information while alternating between office and remote work settings
- Apply problem solving techniques to de escalate challenging customer situations and convert potential dissatisfaction into positive outcomes that strengthen customer trust
- Engage in continuous learning activities including process refreshers product updates and tool training to stay current and provide customers with relevant up to date information
- Contribute to the company purpose by ensuring that every customer interaction reflects fairness transparency and reliability which supports long term societal trust in digital commerce
Qualifications
- Demonstrate one to two years of hands on experience in customer service with proven ability to manage customer inquiries complaints and requests in a structured environment
- Exhibit practical experience using customer service management tools or ticketing systems to log track and resolve customer issues from initiation through closure
- Show familiarity with ecommerce store processes such as ordering payments shipping returns and refunds and explain these concepts clearly to customers without technical jargon
- Display understanding of multi channel customer engagement and apply this knowledge to deliver consistent service quality across chat email and voice based interactions
- Communicate fluently in English by reading writing and speaking with clarity and courtesy to diverse customer groups from various cultural and regional backgrounds
- Adhere to night shift schedules consistently and maintain high levels of attentiveness accuracy and professionalism during late hours without compromising service quality
- Adapt quickly to new procedures updated policies and emerging customer needs by applying a growth mindset and willingness to refine service approaches based on feedback
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.
