Job Summary
This entry level customer service role supports home based associates in delivering responsive assistance for store operations and digital customers through remote channels. The position focuses on resolving inquiries documenting interactions and fostering positive customer outcomes while adhering to rotational shifts in a work from home model with no travel requirement. The role contributes to consistent service quality across markets.
Responsibilities
- Handle incoming customer queries through phone chat and email channels to provide clear accurate and timely resolutions that enhance overall satisfaction and trust in the company service model.
- Manage issue logging and case documentation in customer service systems to maintain high data quality and enable effective tracking analysis and continuous improvement of support processes.
- Coordinate with remote store operations and support teams to clarify product availability order status and policy details ensuring seamless end to end experiences for customers.
- Follow structured scripts guidelines and knowledge base material while still adapting responses to individual customer needs to deliver consistent and empathetic assistance.
- Escalate complex cases to senior team members or specialized departments using standardized workflows and priority rules to minimize resolution time and avoid repeated contacts.
- Monitor personal performance metrics such as response time first contact resolution and quality scores and apply coaching feedback to improve future interactions and outcomes.
- Adhere to rotational shift schedules in a work from home setup including evenings nights and weekends while maintaining reliable connectivity and professional remote work habits.
- Apply problem solving techniques when handling complaints and service failures by investigating root causes offering suitable remedies and reinforcing brand confidence.
- Collaborate with virtual colleagues through digital tools to share updates on common issues provide insights from customer feedback and support coordinated service improvements.
- Utilize customer service technology platforms including ticketing systems communication tools and basic reporting views to navigate workflows and track progress efficiently.
- Support store operations by accurately communicating promotion details return guidelines and order pickup procedures so that customers receive consistent information across channels.
- Contribute to the company purpose of making commerce more accessible and reliable by ensuring every interaction is handled with respect clarity and a focus on positive community impact.
- Maintain strict compliance with company policies data privacy standards and security practices to safeguard customer information and uphold organizational integrity.
Qualifications
- Demonstrate foundational customer service skills including active listening clear verbal communication and concise written responses that help customers feel understood and supported.
- Show ability to work effectively in a remote environment by managing time organizing tasks and using digital collaboration tools to stay aligned with team expectations.
- Bring knowledge or exposure to store operations concepts such as inventory handling checkout processes and fulfillment procedures which helps explain retail scenarios to customers more clearly.
- Exhibit comfort with rotational shifts and flexibility in scheduling while maintaining consistent performance and a professional service mindset.
- Display eagerness to learn new systems policies and product information through structured training and self driven study enabling faster adaptation to changing business needs.
- Hold strong interpersonal skills that support calm handling of difficult interactions and help turn challenging situations into constructive experiences for customers.
Certifications Required
Preferred certification in customer service such as Certified Customer Service Professional or similar entry level credential.
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.
