Job Summary
This hybrid customer service role focuses on delivering precise and timely support for enterprise clients using MS Excel to manage customer data track service metrics and prepare performance reports. The position requires 0 to 1 year of experience in professional environments strong analytical thinking and consistent collaboration with internal teams to enhance customer satisfaction and support service quality improvements in a structured multinational setting.
Responsibilities
- Handle customer inquiries and service requests through multiple channels to ensure accurate and timely resolution of issues while maintaining a consistently professional tone in every interaction.
- Maintain detailed customer service logs and activity records using MS Excel to track cases monitor response times and support transparent reporting for internal stakeholders.
- Prepare structured daily and weekly Excel based reports on customer contacts issue categories and resolution trends to help teams identify recurring challenges and improvement opportunities.
- Coordinate with cross functional teams in operations and procurement to follow up on open requests and ensure smooth completion of customer related activities in line with agreed timelines.
- Support continuous improvement initiatives by using Excel data to highlight service gaps propose practical adjustments and contribute to refinements in customer service workflows.
- Respond to day shift customer queries and complaints with empathy and clarity focusing on problem solving and clear next steps that promote trust and satisfaction.
- Apply basic knowledge of procure to pay processes to provide context aware updates on order status approvals or escalations when relevant to customer inquiries.
- Collaborate with internal colleagues in a hybrid work model to share information on customer cases align on priorities and ensure consistent communication across channels.
- Monitor adherence to service level agreements by tracking key metrics in Excel and communicating potential risks or delays to supervisors and relevant teams.
- Follow standardized procedures and compliance guidelines for documentation escalation and resolution to protect customer data and uphold organizational policies.
- Contribute to knowledge base updates by documenting common customer issues steps to resolve them and Excel templates that simplify case handling for the wider team.
- Participate in regular performance reviews and feedback sessions using service metrics and Excel based dashboards to understand expectations and plan personal development.
- Support the company mission by delivering reliable customer care that strengthens long term client relationships and reinforces the organization role in enabling efficient business operations across industries.
Qualifications
- Demonstrate one to two years of experience in customer service or business operations roles with proven ability to manage inquiries document interactions and follow up consistently until closure.
- Possess strong proficiency in MS Excel including data entry use of formulas sorting filtering and creation of clear structured reports that support decision making and performance monitoring.
- Bring familiarity with multi channel customer communication such as phone mail and chat and show capability to switch between channels without losing accuracy or responsiveness.
- Display basic understanding of procure to pay and procurement practices such as purchase requests and order tracking which helps in providing informed responses to business customers.
- Show ability to work effectively in a hybrid environment by staying organized managing tasks independently and maintaining seamless communication with on site and remote colleagues.
- Exhibit solid written and verbal communication skills that enable clear explanation of service updates resolution steps and any required actions to customers and internal partners.
- Maintain a customer focused mindset by prioritizing timely resolution courteous interactions and detailed follow through that improves overall satisfaction and supports company reputation.
- Apply analytical thinking to interpret service data identify patterns in recurring customer issues and suggest practical improvements in processes or templates used by the service team.
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.
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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.