Job Summary
Contribute to a hybrid model customer service function that supports store operations and digital channels through timely and accurate resolution of client inquiries. Handle rotational shifts to ensure continuous coverage for global customers while maintaining high satisfaction standards. Apply strong English communication abilities to document interactions clearly and support continuous service improvement initiatives.
Responsibilities
- Handle customer inquiries across phone chat and email channels while maintaining professional and empathetic communication to deliver accurate and timely resolutions that strengthen long term relationships and trust with the brand
- Manage service requests related to orders returns payments and store pickup experiences by following defined workflows to reduce repeat contacts and increase first contact resolution rates
- Document each interaction in the case management system with clear concise and complete information to enable transparent tracking analysis and seamless handover across hybrid teams
- Follow defined standard operating procedures for customer identification verification and data handling to protect customer information and uphold enterprise security and compliance expectations
- Collaborate with store operations teams by relaying relevant customer feedback trends so in store and online experiences can be optimized to reduce friction across the entire shopping journey
- Coordinate with internal support teams such as logistics finance and technology by raising detailed tickets and monitoring progress so customer concerns are resolved within agreed timelines
- Assist in monitoring service level indicators such as response time handling time and backlog volume to support adherence to service commitments and identify opportunities for continuous improvement
- Participate in team huddles coaching sessions and knowledge sharing forums to keep product service and policy knowledge up to date and ensure consistent responses for recurring customer scenarios
- Apply problem solving techniques to identify root causes behind common service issues and suggest practical enhancements to scripts templates and knowledge base content that reduce customer effort
- Adapt communication style to diverse customer profiles and situations including escalated interactions to defuse tension and guide conversations toward fair and company aligned outcomes
- Support quality assurance efforts by following call email and chat quality guidelines and by incorporating feedback into daily work habits to steadily improve accuracy empathy and efficiency
- Use digital tools such as customer relationship platforms ticketing systems and collaboration tools effectively in a hybrid work setting to maintain productivity and seamless teamwork
- Maintain schedule discipline in rotational shifts including evenings weekends and holidays to ensure reliable coverage for customers while respecting company standards for work life balance
Qualifications
- Possess foundational experience or academic exposure in customer service environments which enables handling of basic inquiries independently and recognition of situations that require escalation
- Demonstrate strong English verbal and written communication skills that support clear explanations active listening and precise documentation tailored to non technical and diverse customer audiences
- Exhibit familiarity with store operations concepts such as in store fulfillment stock availability order pickup and point of sale processes which helps contextualize customer concerns across channels
- Show ability to learn and navigate customer relationship platforms and ticketing tools quickly so information can be captured retrieved and updated without delays during live interactions
- Display collaborative working style suited to hybrid teams with openness to feedback cultural sensitivity and willingness to align with shared goals for customer satisfaction and operational excellence
- Illustrate capacity to work effectively in rotational shifts by maintaining focus managing energy levels and upholding consistent service quality across different time windows and workloads
Certifications Required
Preferred certification in customer service or contact center operations such as Customer Service Professional or equivalent industry recognized credential
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
