Job Summary
This hybrid professional role focuses on delivering high quality customer service support for a global organization in a night shift environment managing inquiries and issues across multiple channels with empathy and accuracy. The position requires one to two years of experience in customer service and customer service management with exposure to ecommerce and multi channel environments considered beneficial. The candidate will contribute directly to customer satisfaction brand trust and lo
Responsibilities
- Handle a high volume of customer inquiries across phone email and chat channels and respond with clear accurate and timely information that resolves issues effectively
- Provide empathetic and professional assistance to customers by actively listening understanding their concerns and offering appropriate solutions that align with company policies
- Document each customer interaction comprehensively in the case management system to ensure accurate records that support follow up actions and continuous improvement
- Coordinate with internal teams such as operations technology and sales to investigate customer issues and ensure that complex problems are resolved within agreed timelines
- Utilize customer service management tools to track open tickets monitor service levels and ensure that all customer cases are followed through to complete resolution
- Adhere to established service level agreements and quality standards by managing response times call handling metrics and customer satisfaction scores during night shift operations
- Analyze recurring customer issues identify patterns and share insights with supervisors and process teams to support improvements in customer journeys and digital experiences
- Assist in supporting ecommerce store operations by helping customers with order status payment queries returns and refunds while maintaining a positive brand impression
- Manage multi channel communications consistently by ensuring that tone accuracy and completeness of information remain uniform across email chat and phone interactions
- Follow hybrid work model guidelines by maintaining productivity collaboration and secure handling of customer information while alternating between office and remote work settings
- Apply problem solving techniques to de escalate challenging customer situations and convert potential dissatisfaction into positive outcomes that strengthen customer trust
- Engage in continuous learning activities including process refreshers product updates and tool training to stay current and provide customers with relevant up to date information
- Contribute to the company purpose by ensuring that every customer interaction reflects fairness transparency and reliability which supports long term societal trust in digital commerce
Qualifications
- Demonstrate one to two years of hands on experience in customer service with proven ability to manage customer inquiries complaints and requests in a structured environment
- Exhibit practical experience using customer service management tools or ticketing systems to log track and resolve customer issues from initiation through closure
- Show familiarity with ecommerce store processes such as ordering payments shipping returns and refunds and explain these concepts clearly to customers without technical jargon
- Display understanding of multi channel customer engagement and apply this knowledge to deliver consistent service quality across chat email and voice based interactions
- Communicate fluently in English by reading writing and speaking with clarity and courtesy to diverse customer groups from various cultural and regional backgrounds
- Adhere to night shift schedules consistently and maintain high levels of attentiveness accuracy and professionalism during late hours without compromising service quality
- Adapt quickly to new procedures updated policies and emerging customer needs by applying a growth mindset and willingness to refine service approaches based on feedback
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.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
