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
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.
