PE - Customer Service PR

Responsibilities

• ✓Handle customer inquiries across phone, chat and email while keeping communication professional and empathetic throughout
• ✓Manage service requests tied to orders, returns, payments and store pickup by following defined workflows accurately
• ✓Log every interaction in the case management system clearly enough for smooth handovers across hybrid teams
• ✓Follow set procedures for customer identification and data handling to protect information and stay compliant
• ✓Relay recurring customer feedback to store operations teams so both online and in-store experiences improve
• ✓Raise detailed tickets with logistics, finance or technology teams and track them through to resolution
• ✓Track service metrics like response time and handling time to spot opportunities for improvement
• ✓Take part in team huddles and coaching sessions to keep product and policy knowledge current

Who You Are

• ✓Have foundational customer service experience or academic exposure, enough to independently handle basic inquiries
• ✓Show strong written and spoken English communication skills suited to a non-technical, diverse customer base
• ✓Have working familiarity with store operations concepts like fulfillment, stock availability and point-of-sale processes
• ✓Be able to learn CRM platforms and ticketing tools quickly enough to work without delays during live calls
• ✓Show a collaborative working style suited to hybrid teams, along with openness to feedback
• ✓Be available to work rotational shifts, including evenings, weekends and holidays, without losing consistency in service quality

Nice-To-Haves

• ✓A recognized customer service or contact-center operations certification, such as Customer Service Professional
• ✓Prior experience specifically with retail or e-commerce order and returns workflows
• ✓Comfort switching between multiple communication channels — phone, chat and email — within the same shift
• ✓Some exposure to quality assurance processes in a previous customer support role

About Cognizant

Cognizant (Nasdaq: CTSH) is a technology services provider that builds full-stack AI solutions to bridge the gap between AI investment and enterprise value. The company draws on deep industry, process and engineering expertise to embed a client's unique context into its technology systems. Cognizant currently has more than 350,000 roles across its global operations.