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
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.
