Job Summary
This hybrid role in a global enterprise focuses on delivering consistent and empathetic customer service for store related operations with clear emphasis on high quality interaction. The professional will handle customer queries support store staff document resolutions and coordinate with internal teams to improve service outcomes while working standard day shifts in a structured environment.
Responsibilities
- Handle incoming customer queries through approved channels and provide clear accurate and courteous responses that align with company service standards and policies.
- Resolve basic to moderately complex issues related to store transactions orders and service requests by following documented procedures and escalation paths.
- Document every customer interaction in the designated tools with accurate details to support traceability reporting and continuous improvement of service quality.
- Collaborate with cross functional teams such as store operations support and back office functions to ensure timely resolution of customer concerns.
- Assist store personnel by clarifying process steps system usage and policy interpretation to help them deliver a consistent and smooth in store experience.
- Monitor open service requests and follow up proactively with stakeholders to ensure that commitments made to customers are fulfilled within agreed timelines.
- Identify recurring issues patterns or pain points in customer contacts and share insights with supervisors to drive enhancements in processes and tools.
- Adhere strictly to data privacy security and compliance guidelines while handling customer information in all systems and communication channels.
- Maintain high standards of written and spoken English to ensure customers and store staff receive clear concise and professional communication at all times.
- Support the adoption of new tools systems and updates by learning features quickly and applying them in day to day customer service activities.
- Participate in team meetings feedback sessions and knowledge sharing activities to stay aligned with changing policies campaigns and store operations requirements.
- Track individual performance metrics such as response time quality scores and customer satisfaction and use feedback to improve service effectiveness.
- Adapt to a hybrid work environment by managing time self discipline and communication practices to maintain consistent service quality from both office and home settings.
Qualifications
- Demonstrate basic to intermediate experience in customer service environments such as contact centers retail support or helpdesk roles with focus on customer satisfaction.
- Show familiarity with store operations concepts including billing returns inventory queries and point of sale support even if gained through internships or academic projects.
- Exhibit strong communication skills in English for read write and speak capabilities enabling effective interaction with customers and internal partners.
- Display comfort with using computer based tools ticketing systems and collaboration platforms to log cases track progress and coordinate with colleagues.
- Apply problem solving and critical thinking skills to understand customer issues identify root causes and choose the most appropriate resolution path.
- Illustrate ability to work structured day shifts in a hybrid model while meeting schedule adherence productivity and quality expectations.
- Highlight any exposure to retail industry environments or store support activities which can help understand customer journeys and operational constraints.
Certifications Required
Any recognized certification in customer service support for example a customer support foundation or service excellence credential
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
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