Job Description
Are you looking to jumpstart your career with a global industry leader? Cognizant is hiring passionate and customer-focused individuals to join our dynamic team in Bridgetowne, Quezon City. As a Customer Service Representative for our Retail account, you will be the voice of our brand, ensuring that every customer interaction is met with professionalism, empathy, and efficiency.
At Cognizant, we prioritize your professional growth. You will work in a high-energy, collaborative environment where innovation is encouraged, and your contributions are valued. Whether you are assisting with order tracking, managing returns, or resolving account inquiries, you will play a critical role in maintaining the high standards our global clients expect. We offer comprehensive training, competitive benefits, and a clear path for career advancement within our diverse practice areas.
If you are a problem-solver who thrives in a fast-paced retail support environment, we want to hear from you. Join us in shaping the future of customer experience.
Responsibilities
- Handle inbound customer inquiries via voice, email, and chat channels with a focus on first-call resolution.
- Provide accurate and timely information regarding order status, product availability, and retail policies.
- De-escalate complex customer issues with patience, empathy, and professional communication skills.
- Maintain high levels of customer satisfaction (CSAT) by meeting quality and performance metrics.
- Document customer interactions accurately within the CRM system for future reference and process improvement.
- Collaborate with internal teams to resolve logistics or billing discrepancies.
- Adhere to security and data privacy policies while handling sensitive customer information.
Qualifications
- Completed at least 2 years of college education or hold a vocational diploma.
- Minimum of 6 months to 1 year of experience in a BPO or customer service environment (Retail accounts are a plus).
- Excellent English communication skills, both verbal and written.
- Strong computer literacy and ability to navigate multiple systems simultaneously.
- Demonstrated ability to work in a fast-paced, target-driven environment.
- Willingness to work in rotating shifts, including weekends and holidays.
- Positive attitude, reliability, and strong attention to detail.