Cognizant Careers: PE –...

Codingcircle; Indore District; Hybrid; INR 220,000 - 350,000; Full time

Job summary

Cognizant in Indore, Madhya Pradesh, India, is hiring a Process Executive for hybrid work with rotational shifts. You will handle inquiries via phone, email, and live chat, document interactions, and ensure accurate order tracking. The role emphasizes FCR, escalation handling, and compliance within security guidelines.

Required are a Diploma or Bachelor’s degree, CCSP or equivalent certification, and strong English communication. Prior customer service exposure and CRM familiarity are preferred.

Qualifications

• Diploma or Bachelor’s degree with emphasis on communication or customer interaction exposure.
• Foundational experience or internship exposure in a customer service environment.
• Certified Customer Service Professional (CCSP) or equivalent entry-level certification.
• Strong fluency in English with grammar, articulation, and active listening.

Responsibilities

• Multi-Channel Customer Support across phone, email, and live chat with courteous, prompt responses.
• First Contact Resolution (FCR): resolve issues using SOPs and analysis to minimize repeats.
• Escalation Management: route complex cases to specialized teams per escalation workflows.
• CRM & Ticketing Documentation: log interactions with issue details and resolutions.
• Logistics & Order Tracking: update customers on order status, returns, refunds.
• Store & Operations Collaboration: share feedback to refine processes, promotions, and in-store experiences.

Skills

English fluency

Communication

Customer service

Active listening

Education

Diploma/Bachelor's degree

Tools

Salesforce

ServiceNow

Zendesk

CRM Software

Job description

Cognizant Careers: PE – Customer Service PR (Indore) | Job ID 00069299703

Cognizant Indore Full-time Fresher Non't Disclosed Posted 2 months ago

Company :- Cognizant (Nasdaq: CTSH)
Job Title :- Process Executive (PE) – Customer Service PR
Job Requisition ID :- 00069299703
Work Model :- Hybrid
Shift Pattern :- Rotational Shifts (includes weekends & holidays)
Date Published :- Jul 20, 2026
Job Category :- Technology & Engineering / Operations
Support Channels :- Phone, Email, Live Chat
Location :- Indore, Madhya Pradesh, India

Job Summary

This hybrid role at Cognizant focuses on delivering high-quality customer service across multiple communication channels while working in rotational shifts. As a Process Executive, you will handle inquiries, resolve issues efficiently, and document interactions accurately in service platforms, contributing to a seamless omni-channel and digital customer experience in support of trusted, inclusive customer journeys.

Key Responsibilities

Multi-Channel Customer Support

• Omni-Channel Inquiries: Handle incoming customer inquiries across phone, email, and live chat channels with clear, courteous, and prompt responses to maintain positive interactions.
• First Contact Resolution (FCR): Resolve customer issues by applying standard operating procedures and analytical thinking to achieve FCR wherever possible and minimize repeat contacts.
• Escalation Management: Route complex or sensitive customer cases to specialized technical or operational support teams using established escalation workflows.

Process Coordination & Data Logging

• CRM & Ticketing Documentation: Accurately record every customer interaction in the service management platform, capturing issue details, diagnostic actions, and final resolution outcomes.
• Logistics & Order Tracking: Coordinate with logistics and order management teams to provide customers with accurate updates regarding order status, delivery timelines, returns, and refund processing.
• Store & Operations Collaboration: Share customer feedback and recurring issues with store and operations teams to help refine business processes, promotions, and in-store customer experiences.

Compliance, Quality & Continuous Improvement

• Knowledge Base Utilization: Utilize internal knowledge bases, script guidelines, and FAQ resources to deliver consistent information while identifying and reporting content gaps.
• Security & Policy Adherence: Comply with customer service security standards, data privacy guidelines, and corporate compliance rules to safeguard sensitive customer information.
• Performance & Coaching: Participate in coaching sessions and quality monitoring reviews to improve communication skills, contact quality metrics, and customer satisfaction (CSAT) scores.
• Hybrid Work Productivity: Maintain productivity, responsiveness, and seamless teamwork when alternating between remote and office-based work setups.

Qualifications & Skill Requirements

Core Eligibility

• Education: Diploma or Bachelor’s Degree in any discipline with an emphasis on communication or customer interaction exposure.
• Experience: Foundational experience or internship exposure in a customer service environment involving direct interactions via phone or digital channels.
• Certifications Required: Certified Customer Service Professional (CCSP) or equivalent entry-level customer support certification.
• Language Proficiency: Strong fluency in English (reading, writing, and speaking) with grammatical accuracy, clear articulation, and active listening skills.
• Customer Service Software: Familiarity with productivity suites and customer support platforms, including ticketing systems and CRM software.
• Domain Awareness: Basic understanding of retail or e-commerce store operations (e.g., billing, inventory checks, order returns, and in-store pickup procedures).
• Resilience & Adaptability: Ability to handle high-volume inquiries calmly and professionally during peak promotional seasons, adapting quickly to updated processes and product changes.

About Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Equal Opportunity & Accessibility

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [e-mail] with your request and contact information.

Extra Value Additions & Career Insights

For Process Executive (PE) Customer Service roles in Indore, Cognizant typically offers a compensation package ranging between ₹2,20,000 to ₹3,50,000 INR per annum, supplemented by shift allowances, health insurance coverage, and hybrid work flexibility options.

Typical Recruitment Workflow

The selection process for Cognizant Process Executive roles generally consists of 3-4 distinct evaluation stages:

• Profile Screening & Eligibility Verification (Degree check, certification check)
• Automated Voice & Written English Assessment (Grammar, pronunciation, email drafting)
• Operational Technical Interview (Scenario handling, CRM/Ticketing knowledge, escalation logic)
• HR Discussion (Rotational shift readiness, hybrid work alignment, offer processing)

Interview Preparation Tips

• Practice De-escalation Scenarios: Be prepared to explain how you handle upset customers using active listening, empathy, and solution-oriented language.
• Master Support Metrics: Review core customer support metrics such as FCR (First Contact Resolution), CSAT (Customer Satisfaction), AHT (Average Handle Time), and SLA (Service Level Agreement).
• Demonstrate Ticket Logging Logic: Understand how to write concise, structured call notes or ticket summaries detailing the issue, troubleshooting steps taken, and resolution provided.

Resume Optimization Tips

• Highlight Channels & Tools: Mention specific support channels (Voice, Chat, Email) and ticketing/CRM software experience (e.g., Salesforce, ServiceNow, Zendesk).
• Emphasize Certifications: Display your Certified Customer Service Professional (CCSP) credential prominently near your education/skills block.
• Quantify Results: Mention key achievements such as maintaining a 90%+ CSAT score or handling 50+ customer queries daily.

Key Words for Resume

Incorporate these target keywords into your resume to ensure maximum alignment with Cognizant’s Applicant Tracking System (ATS):

Technical & Tool-Based Keywords

• Process Executive (PE) – Customer Service
• Certified Customer Service Professional (CCSP)
• CRM & Ticketing Systems (Salesforce / ServiceNow / Zendesk)
• Omni-channel Support (Phone, Live Chat, Email)
• First Contact Resolution (FCR) & Escalation Workflows
• Service Level Agreements (SLAs) & Customer Satisfaction (CSAT)
• Logistics & Order Status Tracking (Returns & Refunds)
• Knowledge Base & FAQ Script Navigation

Operational & Behavioral Keywords

• Rotational Shifts & Weekend Coverage
• Hybrid Work Environment
• English Fluency & Email Etiquette
• Active Listening & De-escalation Skills
• Store Operations & Billing Support
• De-escalation & Conflict Resolution

Frequently Asked Questions (FAQs)

1. What is the Job Requisition ID for this Cognizant position?

The Requisition ID for this role is 00069299703.

2. Where is this position located and what is the work arrangement?

The position is based in Indore, Madhya Pradesh, India under a Hybrid work model with rotational shift schedules.

3. Are certifications required for this role?

Yes. The job description lists a Certified Customer Service Professional (CCSP) or an equivalent entry-level customer support certification as a requirement.

4. Does this role involve night or weekend shifts?

Yes. The position requires working in rotational shift schedules, including weekends and holidays, to support global customer coverage across different time zones.