Deskripsi Pekerjaan
Are you a highly motivated and customer-focused individual with a passion for delivering exceptional service in a dynamic retail environment? Cognizant, a global powerhouse in technology and business solutions, is seeking a dedicated and enthusiastic Customer Service Representative (CSR) to join our vibrant team located in Bridgetowne, Quezon City. This is an unparalleled opportunity to become a vital part of an organization renowned for its innovative solutions and unwavering commitment to both client success and employee growth.
At Cognizant, we empower our associates to make a tangible impact. As a CSR specializing in retail support, you will serve as the crucial front-line ambassador, ensuring that our valued clients and their customers consistently receive unparalleled assistance. Your day will involve navigating a diverse spectrum of inquiries, skillfully resolving challenges with precision and empathy, and directly contributing to enhanced customer satisfaction and loyalty. This role is ideal for individuals who thrive in a fast-paced, customer-centric setting, enjoy complex problem-solving, and are eager to build a rewarding and sustainable career within the booming BPO industry.
Our state-of-the-art facility in the bustling Bridgetowne area of Quezon City offers a collaborative, supportive, and engaging work environment. Here, you will not only gain invaluable industry experience but also develop crucial professional skills through Cognizant’s comprehensive training and development programs. We foster a culture of continuous learning and provide clear pathways for career advancement. If you're ready to embark on a career where your efforts are consistently recognized, your voice is heard, and your potential is truly limitless, we invite you to apply and help us shape the future of customer experience in the retail sector.
Tanggung Jawab
- Handle a high volume of inbound customer inquiries via phone, email, and chat regarding retail products, services, and policies.
- Provide accurate, valid, and complete information by using the right methods/tools to address customer needs efficiently.
- Resolve customer complaints and issues effectively, maintaining a high level of professionalism and empathy.
- Process customer orders, returns, exchanges, and cancellations in accordance with company guidelines.
- Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
- Identify and escalate priority issues to the appropriate internal departments for prompt resolution.
- Continuously strive to improve customer satisfaction by identifying opportunities to enhance the customer experience.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
Kualifikasi
- High school diploma or equivalent; college-level education is a plus.
- Excellent verbal and written communication skills in English, with a clear and professional phone demeanor.
- Strong active listening, problem-solving, and de-escalation skills.
- Demonstrated customer-centric attitude and ability to build rapport with diverse customers.
- Proficiency in basic computer applications and ability to navigate multiple systems simultaneously.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced, target-driven environment.
- Previous experience in customer service, call center, or retail operations is highly preferred.
- Willingness to work flexible hours, including shifting schedules, weekends, and holidays as needed.