Deskripsi Pekerjaan
Cognizant is a global powerhouse, serving diverse industries with innovative solutions delivered through our specialized practice areas. As one of the worldâs leading professional services companies, we transform clientsâ business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses.
We are currently seeking a highly motivated and professional Customer Service Representative to join our rapidly expanding team in Pangasinan. This is a fantastic opportunity to build a rewarding, long-term career with a Fortune 500 global leader. As the voice of our brand, you will play a critical role in providing world-class support to our diverse portfolio of clients, ensuring their concerns are managed with the highest degree of efficiency, empathy, and accuracy. You will be empowered to make decisions that positively impact our customers, making every interaction count.
In this dynamic role, you will handle a high volume of inbound customer inquiries across various channels including phone, email, and chat. You will utilize our cutting-edge systems to document interactions, troubleshoot issues, and deliver tailored solutions that exceed customer expectations. From day one, you will receive comprehensive paid training designed to set you up for success, along with continuous coaching and development opportunities that pave the way for rapid career advancement within Cognizant.
Beyond a competitive salary and benefits package, we offer a positive and inclusive work environment where your contributions are recognized and rewarded. We believe in promoting from within and investing in our people. If you possess a passion for helping others, excellent communication skills, and a relentless drive to succeed, we want to hear from you. Take the next step in your professional journey and apply to Cognizant today!
Tanggung Jawab
- Deliver exceptional customer support via phone, email, and chat, ensuring high levels of satisfaction and service quality.
- Resolve customer inquiries, complaints, and issues accurately and efficiently in accordance with company policies and procedures.
- Document all customer interactions thoroughly in the companyâs CRM system to maintain accurate records.
- Collaborate with team members and other departments to effectively address complex customer concerns and provide holistic solutions.
- Meet or exceed key performance indicators (KPIs) including Average Handling Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT) metrics.
- Stay continuously updated on product knowledge, process changes, and company announcements to provide the most accurate information to customers.
- Identify opportunities for process improvement and share constructive feedback with the management team.
- Handle sensitive customer data with the highest degree of integrity and confidentiality.
Kualifikasi
- At least a High School Diploma (Senior High School Graduate). An Associateâs or Bachelorâs degree is an advantage.
- Minimum of 6 months to 1 year of experience in a customer service, call center, or BPO environment is strongly preferred.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities with a knack for critical thinking and a calm demeanor under pressure.
- Proficiency in basic computer applications (MS Office, email, internet browsing, and CRM tools).
- Ability to work a flexible shifting schedule, including nights, weekends, and holidays as required by the business.
- Willingness to work full-time onsite at our Pangasinan office.
- A positive, empathetic attitude with a genuine dedication to helping customers and exceeding their expectations.