Customer service representative - Hybrid

Cognizant; Bijnor; Hybrid; INR 350,000 - 480,000; Full time

Job summary

Cognizant in India is seeking a hybrid customer service specialist to deliver multichannel support, using MS Excel to track performance and analyze service data to improve outcomes. The role handles day-shift interactions, resolves complex issues, and collaborates with internal teams to boost customer satisfaction for a global enterprise.

You will manage end-to-end case workflows, log interactions, generate basic reports, and escalate where needed.

Qualifications

• Three years of practical customer service experience with direct client interactions.
• Strong MS Excel skills including basic formulas, filtering, and data validation.
• Experience in multichannel support (phone, email, chat).
• Experience in hybrid office environments and using collaboration tools.
• Excellent written and verbal communication; time management; ability to meet SLAs.

Responsibilities

• Handle inquiries across channels during day shifts and resolve issues to improve satisfaction.
• Manage end-to-end case workflows and provide status updates.
• Use MS Excel to log interactions and prepare performance reports.
• Analyze recurring issues with Excel to identify root causes and suggest improvements.
• Coordinate with operations, finance, and tech support to resolve requests on time.
• Document every interaction with notes and categorization.
• Support multichannel strategies with consistent tone across phone, chat, and email.
• Escalate complex cases using defined protocols and monitor progress.
• Contribute to knowledge base by capturing FAQs and templates.
• Collaborate in a hybrid environment to review metrics and implement action plans.
• Apply structured problem solving and empathetic communication.
• Track productivity and quality with dashboards to meet performance goals.
• Support the company by upholding reliability, transparency, and care.

Skills

MS Excel

Multichannel support

Customer service

Hybrid work experience

Communication skills

Time management

Problem solving

Tools

MS Excel

Job description

Job Summary :

This hybrid customer service specialist role focuses on delivering consistent multichannel support while using MS Excel to track performance analyze service data and improve customer outcomes. The role involves handling day shift interactions resolving complex service issues and collaborating with internal teams to enhance customer satisfaction and operational efficiency for a global enterprise. 3.

Responsibilities :

• - Handle customer inquiries and issues across primary channels during day shifts and ensure timely resolution that improves satisfaction and long term retention of clients in a multinational environment.
• - Manage end to end case workflows and follow up on open customer tickets to provide clear status updates and close issues in alignment with agreed service level expectations.
• - Utilize MS Excel to maintain structured logs of customer interactions compile service metrics and prepare basic reports that help stakeholders understand performance trends.
• - Analyze recurring customer issues using Excel based data to identify root causes propose process adjustments and support continuous improvement initiatives in customer service operations.
• - Coordinate with cross functional internal teams such as operations finance and technical support to ensure that customer requests are resolved accurately and within agreed timelines. - Document every customer interaction in the designated tools with thorough notes and standardized categorization so that others can quickly understand history and context.
• - Support multichannel communication strategies by adapting responses for phone chat and email communications and maintain a consistent tone that reflects company values and brand standards.
• - Escalate complex or sensitive customer cases using defined protocols to appropriate experts and monitor progress so that customers receive clear and timely outcomes.
• - Contribute to knowledge base content by capturing common questions drafting response templates and updating informational materials so customers and colleagues can access accurate guidance.
• - Collaborate with team members in a hybrid work environment to share best practices review service performance metrics and implement action plans that uplift overall customer experience. - Apply structured problem solving and empathetic communication techniques to defuse challenging interactions and turn negative experiences into constructive outcomes for customers and the organization.
• - Track personal productivity and quality scores using Excel dashboards or reports and use these insights to adjust work habits and meet or exceed predefined performance objectives. - Support the company purpose by ensuring that every customer interaction reflects reliability transparency and care thereby strengthening trust and delivering positive impact in the communities served.

-Qualifications –

• Demonstrate practical experience of at least three years in customer service roles handling direct interactions with clients and managing case resolution in a structured support environment. - Show strong proficiency in MS Excel including use of basic formulas filtering sorting and data validation to maintain service logs and prepare performance summaries that guide decisions.
• - Display familiarity with multichannel support environments such as phone email and digital messaging platforms and adapt communication styles to match the expectations of each channel.
• - Bring experience working in hybrid office arrangements and use collaboration tools effectively to coordinate with colleagues and maintain consistent service quality regardless of work location.
• - Exhibit clear written and verbal communication skills that enable accurate understanding of customer needs and concise articulation of solutions and next steps.
• - Apply organized time management skills to balance multiple cases prioritize requests according to urgency or impact and meet defined service level measures without compromising quality.