Cognizant is Hiring Customer Service Professional (Indore) | ₹400000

Job Summary

This hybrid role in a global organization focuses on delivering high-quality customer service through multiple channels while working in rotational shifts. The professional will handle inquiries, resolve issues efficiently, and document interactions accurately, contributing to a seamless store and digital experience in support of the company mission to enable trusted and inclusive customer journeys.

Responsibilities

• Handle customer inquiries across phone, email, and chat channels with clear, courteous, and timely responses to maintain a consistently positive experience for every interaction.
• Resolve customer issues by applying defined procedures and analytical thinking to achieve first contact resolution wherever possible and reduce repeat contacts.
• Document each customer interaction in the service management system with accurate details about issues, actions, and outcomes to support traceability and continuous improvement.
• Escalate complex or sensitive cases to the appropriate support teams using established workflows to ensure that customers receive specialized assistance without unnecessary delay.
• Cooperate with store and operations teams by sharing customer feedback and recurring issues to help refine processes, promotions, and in-store experiences.
• Coordinate with logistics and order management teams to provide customers with accurate updates on order status, delivery timelines, returns, and refunds.
• Adhere to rotational shift schedules, including weekends and holidays, as required to ensure consistent support coverage for global customers in different time zones.
• Follow all customer service policies, security standards, and compliance requirements to protect customer information and uphold organizational trust.
• Use available knowledge bases, scripts, and frequently asked question resources to deliver consistent responses while suggesting updates when content gaps are identified.
• Participate in regular coaching sessions and performance reviews to improve service quality, communication skills, and quality monitoring scores.
• Contribute to team goals by meeting or exceeding targets related to response time, resolution rate, customer satisfaction, and contact quality metrics.
• Support hybrid work expectations by maintaining productivity, responsiveness, and collaboration while alternating between remote and office-based work environments.
• Identify opportunities for process simplification within customer service workflows and share practical suggestions that enhance efficiency and reduce customer effort.

Qualifications

• Meet minimum education requirements such as a diploma or degree in any discipline with strong emphasis on communication and customer interaction exposure.
• Demonstrate foundational experience or internships in customer service environments involving direct interaction with customers through phone or digital channels.
• Exhibit the ability to handle high-volume inquiries with resilience, patience, and emotional control, especially during peak seasons and promotional periods.
• Show proficiency in English reading, writing, and speaking with clear articulation, grammar accuracy, and active listening skills tailored to diverse customer profiles.
• Apply basic knowledge of store operations such as billing, inventory queries, and in-store pickup scenarios to guide customers through end-to-end shopping journeys.
• Use office productivity tools and customer service platforms, including ticketing systems and customer relationship systems, to manage tasks efficiently.
• Adapt quickly to new tools, processes, product updates, and campaigns while maintaining consistency in service standards and compliance practices.