Job Description
Cognizant (NASDAQ: CTSH) is one of the world's leading professional services companies, dedicated to helping businesses transform their technology, operations, and customer experiences. With a global presence, we offer a unique environment where associates can thrive, innovate, and grow. Currently, we are seeking a Customer Service Representative to join our expanding team in Pangasinan under a Hybrid Work Setup.
In this role, you will be the first point of contact for our valued customers. You will handle a variety of inquiries, provide accurate information, resolve concerns, and ensure a high-quality service experience. You'll work in a fast-paced, collaborative environment that values your contributions and invests in your development.
We pride ourselves on our strong values, including integrity, innovation, and diversity. At Cognizant, you will have access to world-class training, mentorship programs, and the opportunity to work with some of the brightest minds in the industry. Our hybrid model offers the flexibility to work from home several days a week, allowing you to achieve work-life balance while staying connected with your team.
We offer a competitive salary package, health insurance, paid time off, and performance bonuses. If you have a passion for service and are ready to take your career to the next level, apply today and experience why Cognizant is consistently recognized as a great place to work.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a prompt and professional manner.
- Diagnose and resolve customer issues by identifying root causes, providing accurate solutions, and escalating when necessary.
- Document and maintain detailed records of customer interactions, transactions, and feedback using CRM systems.
- Collaborate with internal teams to improve processes, share insights, and enhance overall customer satisfaction.
- Meet and exceed established performance metrics, including customer satisfaction scores, first call resolution, and average handling time.
- Stay up to date with product knowledge, company policies, and industry updates to deliver accurate information.
- Contribute to a positive and supportive team environment by assisting peers and participating in team activities.
Qualifications
- At least 1 year of experience in a customer service role, preferably in a BPO or contact center setting.
- Excellent verbal and written communication skills in English; proficiency in other languages is a plus.
- Strong problem-solving skills and the ability to think critically and work under pressure.
- Proficient in using computers, Microsoft Office applications, and CRM software.
- High school diploma or equivalent; associate or bachelor's degree is preferred.
- Willingness to work in a hybrid setup located in Pangasinan.
- Flexibility to work in rotational shifts, including nights, weekends, and holidays.
- Demonstrated empathy, patience, and a customer-first mindset.