01Overview
**About the Role**
Cognizant is hiring a Customer Service Professional to provide high-quality customer support across phone, email, and chat channels. The role involves resolving customer issues, documenting interactions, collaborating with cross-functional teams, supporting order management, and delivering an excellent customer experience in a hybrid work environment with rotational shifts.
**Responsibilities**
- Handle customer inquiries via phone, email, and chat.
- Resolve customer issues while maximizing first-contact resolution.
- Document customer interactions accurately in service management systems.
- Escalate complex cases to appropriate support teams.
- Collaborate with store, operations, logistics, and order management teams.
- Provide updates on orders, deliveries, returns, and refunds.
- Follow rotational shift schedules, including weekends and holidays.
- Adhere to customer service policies, security standards, and compliance requirements.
- Use knowledge bases and ticketing systems to provide consistent support.
- Participate in coaching sessions and performance reviews.
- Meet customer satisfaction, response time, and quality targets.
- Identify opportunities for process improvements.
**Requirements**
- Diploma or Bachelor's degree in any discipline.
- Foundational customer service experience or internship.
- Strong English communication skills.
- Ability to handle high-volume customer interactions.
- Basic understanding of store operations.
- Familiarity with Microsoft Office, ticketing systems, and CRM tools.
- Ability to adapt to new tools, campaigns, and processes. .
