Job Summary
Contribute to a hybrid model customer service function that supports store operations and digital channels through timely and accurate resolution of client inquiries. Handle rotational shifts to ensure continuous coverage for global customers while maintaining high satisfaction standards. Apply strong English communication abilities to document interactions clearly and support continuous service improvement initiatives.
Responsibilities
- Handle customer inquiries across phone chat and email channels while maintaining professional and empathetic communication to deliver accurate and timely resolutions that strengthen long term relationships and trust with the brand
- Manage service requests related to orders returns payments and store pickup experiences by following defined workflows to reduce repeat contacts and increase first contact resolution rates
- Document each interaction in the case management system with clear concise and complete information to enable transparent tracking analysis and seamless handover across hybrid teams
- Follow defined standard operating procedures for customer identification verification and data handling to protect customer information and uphold enterprise security and compliance expectations
- Collaborate with store operations teams by relaying relevant customer feedback trends so in store and online experiences can be optimized to reduce friction across the entire shopping journey
- Coordinate with internal support teams such as logistics finance and technology by raising detailed tickets and monitoring progress so customer concerns are resolved within agreed timelines
- Assist in monitoring service level indicators such as response time handling time and backlog volume to support adherence to service commitments and identify opportunities for continuous improvement
- Participate in team huddles coaching sessions and knowledge sharing forums to keep product service and policy knowledge up to date and ensure consistent responses for recurring customer scenarios
- Apply problem solving techniques to identify root causes behind common service issues and suggest practical enhancements to scripts templates and knowledge base content that reduce customer effort
- Adapt communication style to diverse customer profiles and situations including escalated interactions to defuse tension and guide conversations toward fair and company aligned outcomes
- Support quality assurance efforts by following call email and chat quality guidelines and by incorporating feedback into daily work habits to steadily improve accuracy empathy and efficiency
- Use digital tools such as customer relationship platforms ticketing systems and collaboration tools effectively in a hybrid work setting to maintain productivity and seamless teamwork
- Maintain schedule discipline in rotational shifts including evenings weekends and holidays to ensure reliable coverage for customers while respecting company standards for work life balance
Qualifications
- Possess foundational experience or academic exposure in customer service environments which enables handling of basic inquiries independently and recognition of situations that require escalation
- Demonstrate strong English verbal and written communication skills that support clear explanations active listening and precise documentation tailored to non technical and diverse customer audiences
- Exhibit familiarity with store operations concepts such as in store fulfillment stock availability order pickup and point of sale processes which helps contextualize customer concerns across channels
- Show ability to learn and navigate customer relationship platforms and ticketing tools quickly so information can be captured retrieved and updated without delays during live interactions
- Display collaborative working style suited to hybrid teams with openness to feedback cultural sensitivity and willingness to align with shared goals for customer satisfaction and operational excellence
- Illustrate capacity to work effectively in rotational shifts by maintaining focus managing energy levels and upholding consistent service quality across different time windows and workloads
Certifications Required
Preferred certification in customer service or contact center operations such as Customer Service Professional or equivalent industry recognized credential
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
