Job Description
Join Cognizant, a global leader in professional services, as a Customer Service Representative (CSR) supporting our Search Engine Account team in Taguig City. In this role, you will be the frontline advocate for our clients, delivering exceptional support that drives customer satisfaction and loyalty. You will work in a dynamic, multicultural environment where innovation meets service excellence, leveraging cutting‑edge tools to resolve inquiries, troubleshoot issues, and provide timely solutions. This position offers a clear career path, continuous learning opportunities, and the chance to contribute to projects that impact businesses worldwide. If you are passionate about helping people, possess strong communication skills, and thrive in a fast‑paced setting, we invite you to apply and grow your career with Cognizant.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Diagnose and resolve technical and non‑technical issues related to search engine advertising campaigns.
- Accurately log interaction details in the CRM system and follow up to ensure closure.
- Escalate complex cases to appropriate teams while maintaining ownership until resolution.
- Provide product and service education to customers, helping them maximize value from our solutions.
- Meet or exceed key performance indicators such as CSAT, AHT, and first‑contact resolution.
- Participate in ongoing training and certification programs to stay updated on product features and industry trends.
- Collaborate with cross‑functional teams to improve processes and enhance the customer experience.
Qualifications
- High school diploma or equivalent; Bachelor’s degree preferred.
- Minimum 1‑2 years of experience in a customer service or call‑center environment.
- Excellent verbal and written communication skills in English; additional languages a plus.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software, ticketing systems, and MS Office applications.
- Ability to work flexible schedules, including evenings, weekends, and holidays as needed.
- Customer‑oriented mindset with a passion for delivering outstanding service.
- Familiarity with digital advertising platforms or search engine marketing is advantageous.