Deskripsi Pekerjaan
Join Cognizant, a global leader in professional services and technology innovation, as a Customer Service Representative (CSR) in our Bridgetowne, Quezon City site. We are seeking enthusiastic and customer-centric professionals to join our dynamic team and provide world-class support for our prestigious retail partners.
In this role, you will act as the face of our client, ensuring that every customer interaction is handled with professionalism, efficiency, and empathy. We offer a fast-paced environment where your problem-solving skills will be valued, and your career growth is actively supported through continuous training and mentorship programs. If you are passionate about helping others and thrive in a collaborative workspace, Cognizant is the right place for you to elevate your career.
Tanggung Jawab
- Manage high-volume inbound customer inquiries via phone, email, and live chat with a focus on retail order support.
- Resolve customer complaints, process returns, and handle shipping or billing inquiries with accuracy.
- Document customer interactions within the CRM system, ensuring detailed and accurate record-keeping.
- Navigate multiple software platforms to provide real-time information to customers regarding product availability and order status.
- Identify opportunities to upsell or cross-sell products based on customer needs and brand promotions.
- Collaborate with internal departments to escalate complex issues and ensure timely resolution.
- Meet and exceed daily Key Performance Indicators (KPIs) related to customer satisfaction (CSAT) and handle time.
Kualifikasi
- Educational attainment of at least 2 years in college or a Bachelor's degree holder.
- At least 6 months of experience in a BPO or customer service environment, preferably in the retail or e-commerce sector.
- Exceptional verbal and written communication skills in English.
- Strong computer navigation skills and the ability to multitask effectively.
- High level of patience, empathy, and professional maturity when dealing with difficult customer scenarios.
- Willingness to work in a shifting schedule, including weekends and holidays.
- Proven ability to adapt to new technologies and fast-paced operational changes.