Job Summary
Provide responsive customer service for global clients within a hybrid work model handling inquiries and issues across multiple channels while ensuring high satisfaction scores and service level adherence. Apply customer service management practices to resolve cases efficiently during rotational shifts using clear English communication to deliver reliable and empathetic support that reflects the company purpose of improving everyday experiences.
Responsibilities
- Handle incoming customer interactions with empathy and accuracy resolving requests and issues in line with agreed service levels and quality standards
- Manage customer service cases in the service management tool updating status and notes so that every interaction is traceable and easy to understand for the wider team
- Respond to customer queries in clear English across supported channels such as email chat or voice ensuring that information is correct and easy to follow
- Apply established knowledge articles and standard operating procedures to provide consistent solutions that reduce repeat contacts and improve customer confidence
- Escalate complex or high impact issues to the appropriate internal teams while maintaining ownership and proactive communication until resolution is confirmed
- Monitor open tickets regularly during each shift following up with customers and internal partners to make sure progress is visible and delays are minimized
- Identify recurring issues or patterns in customer feedback and share concise observations with the supervisor to support service improvements and product enhancements
- Maintain accurate records of customer details interactions and resolutions while respecting data privacy requirements and internal compliance guidelines
- Collaborate with peers during and across rotational shifts to ensure a smooth handover of cases and continuous support coverage for global customers
- Use performance dashboards and basic reports to track personal metrics such as response time resolution time and satisfaction scores and adjust working methods to meet team targets
- Participate in regular coaching sessions and knowledge sharing huddles to stay updated on process changes service updates and best practices in customer service management
- Contribute ideas to enhance multi channel customer journeys by describing pain points heard from customers and suggesting practical adjustments to scripts or workflows
- Support the company purpose by ensuring that every customer interaction ends with clear next steps and a feeling of trust which helps strengthen the organization reputation in the market
Qualifications
- Demonstrate foundational experience in customer service management by handling inquiries end to end using ticketing or case management tools for at least one year
- Show practical exposure to customer service processes in an information technology enabled environment where systems applications and digital tools are used daily
- Use fluent English reading writing and speaking skills to communicate confidently with customers and internal stakeholders across regions and time zones
- Apply knowledge of multi channel service concepts such as email chat and voice to adapt tone and style to the chosen channel even if prior exposure is limited
- Exhibit strong problem solving skills and resilience by managing demanding situations with calm behavior and a focus on factual solutions and timely follow up
- Display comfort with a hybrid work model and rotational shifts by organizing tasks proactively and maintaining consistent service quality regardless of location or time
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.
