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.
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.
