Job Summary
This position supports customers of a global enterprise through high quality remote service interactions ensuring timely resolution of inquiries and issues while working from home in rotational shifts. The role focuses on delivering an efficient empathetic and accurate customer experience using digital tools and structured processes that align with company standards. Experience in customer service is essential and exposure to store operations is beneficial for handling retail related scenar
Responsibilities
Handle inbound and outbound customer interactions through phone chat or email channels to resolve inquiries and service issues efficiently while working from home in rotational shifts.Provide clear accurate and empathetic explanations of products services and policies to customers to build trust and achieve high satisfaction for the multinational company.Manage customer cases from initial contact to closure by documenting details updating systems and following defined procedures to ensure consistent service quality.Collaborate with internal support teams to escalate complex or cross functional issues and follow through on resolutions to deliver reliable outcomes for customers.Utilize customer service tools and knowledge bases to research solutions troubleshoot problems and minimize repeat contacts for similar issues.Maintain high standards of data accuracy by recording customer information and interaction summaries in systems to support analysis and continuous improvement.Apply problem solving skills to identify root causes of customer concerns and recommend practical options that balance customer needs and company policies.Adhere to rotational shift schedules and performance metrics while managing workload and personal productivity in a remote work environment.Support improvement of customer experience by sharing recurring customer feedback and operational observations with supervisors and process teams.Respond to potential retail and store related questions by applying any prior store operations exposure to explain procedures and service options clearly.Follow compliance guidelines privacy requirements and security practices during all customer interactions to protect customer information and company reputation.Contribute to the broader purpose of the organization by ensuring customers receive dependable service that supports brand loyalty and societal trust in responsible business.Participate in ongoing training coaching and knowledge updates to refine communication technical proficiency and customer handling techniques.
Qualifications
Demonstrate one to two years of hands on experience in customer service environments with consistent achievement of quality and satisfaction targets.Show strong verbal and written communication skills with the ability to simplify information and handle challenging conversations with composure.Exhibit familiarity with using computer applications ticketing tools and digital communication platforms as part of daily remote customer interactions.Apply a customer focused mindset with proven ability to empathize actively listen and tailor responses to diverse customer needs and cultural contexts.Display basic understanding of retail or store operations processes such as order handling inventory queries or point of service activities when applicable.Maintain reliable work from home readiness including stable connectivity and an organized workspace suitable for rotational shifts and continuous service.Engage in continuous learning by adopting new procedures system updates and service enhancements that improve customer outcomes and operational efficiency.
Certifications Required
Preferred certification in customer service or contact center operations such as Certified Customer Service Professional CCSP.
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 relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
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