Job Summary
This hybrid role focuses on delivering consistent and empathetic customer service while maintaining accurate records and reporting using MS Excel for a global organization. The professional will handle day to day customer inquiries coordinate with internal teams and support store operations data and processes to improve service quality and operational efficiency. The role operates in a day shift schedule with no travel requirements and emphasizes structured problem solving clarity in communi
Responsibilities
- Handle incoming customer inquiries through multiple channels and provide precise responses that resolve issues efficiently while maintaining a calm and professional tone at all times.
- Manage customer complaints by thoroughly investigating concerns documenting details in tracking systems and following clear resolution steps that align with company service standards.
- Maintain accurate service records in MS Excel by updating logs creating structured spreadsheets and tracking key service metrics to support reporting and continuous improvement.
- Prepare simple reports in MS Excel using filters and basic formulas to summarize customer interactions identify recurring issues and support data driven decisions for service enhancements.
- Collaborate with internal teams such as operations and inventory to ensure customer requests related to product availability and order status are resolved with clear and timely communication.
- Support store operations data activities by validating stock information updating basic store related records and aligning customer promises with realistic store capabilities where applicable.
- Guide customers through step by step processes related to orders returns and general queries ensuring instructions are easy to understand and reduce repeat contacts.
- Monitor daily queues and prioritize customer requests based on urgency and impact ensuring that service level targets and response times are consistently met.
- Follow standardized procedures scripts and knowledge base content to ensure consistent responses while also suggesting improvements where recurring customer pain points are observed.
- Assist in maintaining customer satisfaction indicators by capturing feedback noting trends in Excel trackers and escalating meaningful insights to supervisors for action.
- Contribute to process documentation by updating simple reference guides and checklists that help the wider team handle customer service and store operations related tasks more effectively.
- Adhere to all company policies related to data privacy information security and ethical conduct while handling customer information and internal operational data.
- Support hybrid work expectations by maintaining productivity responsiveness and accurate documentation whether working from office or approved remote locations.
Qualifications
- Demonstrate practical experience in customer service environments of one to two years with consistent use of clear communication and structured problem solving to resolve customer requests.
- Apply working knowledge of MS Excel including data entry sorting filtering basic formulas and simple report preparation to manage service logs and operational trackers effectively.
- Show familiarity with store operations practices such as stock checks order status coordination and basic merchandising processes to better understand customer and store interactions.
- Exhibit strong interpersonal skills by engaging with diverse customers and colleagues in a respectful and inclusive manner focusing on building trust and long term satisfaction.
- Use time management and organizational skills to handle multiple customer requests maintain accurate documentation and meet daily targets in a hybrid work environment.
- Demonstrate adaptability to standardized processes and new tools quickly learning updated procedures that improve customer experience and operational efficiency.
- Display a continuous improvement mindset by observing recurring service issues capturing them in structured Excel sheets and suggesting practical enhancements to workflows.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.