Job Summary
Provide responsive customer service for global clients within a hybrid work model handling inquiries and issues across multiple channels while ensuring high satisfaction scores and service level adherence. Apply customer service management practices to resolve cases efficiently during rotational shifts using clear English communication to deliver reliable and empathetic support that reflects the company purpose of improving everyday experiences.
Responsibilities
- Handle incoming customer interactions with empathy and accuracy resolving requests and issues in line with agreed service levels and quality standards
- Manage customer service cases in the service management tool updating status and notes so that every interaction is traceable and easy to understand for the wider team
- Respond to customer queries in clear English across supported channels such as email chat or voice ensuring that information is correct and easy to follow
- Apply established knowledge articles and standard operating procedures to provide consistent solutions that reduce repeat contacts and improve customer confidence
- Escalate complex or high impact issues to the appropriate internal teams while maintaining ownership and proactive communication until resolution is confirmed
- Monitor open tickets regularly during each shift following up with customers and internal partners to make sure progress is visible and delays are minimized
- Identify recurring issues or patterns in customer feedback and share concise observations with the supervisor to support service improvements and product enhancements
- Maintain accurate records of customer details interactions and resolutions while respecting data privacy requirements and internal compliance guidelines
- Collaborate with peers during and across rotational shifts to ensure a smooth handover of cases and continuous support coverage for global customers
- Use performance dashboards and basic reports to track personal metrics such as response time resolution time and satisfaction scores and adjust working methods to meet team targets
- Participate in regular coaching sessions and knowledge sharing huddles to stay updated on process changes service updates and best practices in customer service management
- Contribute ideas to enhance multi channel customer journeys by describing pain points heard from customers and suggesting practical adjustments to scripts or workflows
- Support the company purpose by ensuring that every customer interaction ends with clear next steps and a feeling of trust which helps strengthen the organization reputation in the market
Qualifications
- Demonstrate foundational experience in customer service management by handling inquiries end to end using ticketing or case management tools for at least one year
- Show practical exposure to customer service processes in an information technology enabled environment where systems applications and digital tools are used daily
- Use fluent English reading writing and speaking skills to communicate confidently with customers and internal stakeholders across regions and time zones
- Apply knowledge of multi channel service concepts such as email chat and voice to adapt tone and style to the chosen channel even if prior exposure is limited
- Exhibit strong problem solving skills and resilience by managing demanding situations with calm behavior and a focus on factual solutions and timely follow up
- Display comfort with a hybrid work model and rotational shifts by organizing tasks proactively and maintaining consistent service quality regardless of location or time
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.
