Customer Service Representative On-site

Cognizant; Bijnor; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Cognizant is seeking a SPE-Customer Service PR to deliver multichannel support and use MS Excel to track performance and analyze service data. The role focuses on resolving day-shift inquiries within a global enterprise, collaborating with internal teams to enhance customer outcomes and operational efficiency.

The candidate will handle end-to-end case workflows, maintain logs, identify root causes, and contribute to knowledge base content while maintaining a consistent, brand-aligned tone.

Qualifications

• Demonstrate practical experience in customer service roles handling direct interactions with clients.
• Strong proficiency in MS Excel including basic formulas, filtering and data validation.

Responsibilities

• Handle customer inquiries and issues across primary channels during day shifts and ensure timely resolution.
• Manage end to end case workflows and follow up on open tickets to provide status updates and close issues.
• Utilize MS Excel to maintain logs of customer interactions and prepare basic performance reports.
• Analyze recurring issues using Excel-based data to identify root causes and propose process improvements.
• Coordinate with cross-functional teams to ensure requests are resolved accurately and within timelines.
• Document every customer interaction in designated tools with thorough notes and categorization.
• Support multichannel communication strategies across phone, chat and email.
• Escalate complex cases using defined protocols to appropriate experts and monitor progress.
• Contribute to knowledge base content by drafting responses and updating materials.
• Collaborate with team in a hybrid environment to share best practices and improve customer experience.
• Apply structured problem solving and empathetic communication to defuse challenging interactions.
• Track productivity and quality scores using Excel dashboards and adjust work habits accordingly.
• Uphold reliability, transparency and care in every customer interaction.

Skills

MS Excel

Customer Service

Multichannel

Hybrid work

Tools

Custom Service

Job description

1. Job Title : SPE-Customer Service PR

2. 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. Experience : 3 - 6 years

4. Required Skills : Technical Skills: Customer Service MS Excel Domain Skills:

5. Nice to have skills : Domain Skills:Multi Channel

6. Technology : Custom Service

7. Shift : Day

8. 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.

9. Job Location : Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA

10. Job Type : SPE-Customer Service PR [75IO71]

11. Demand Requires Travel? : No

12. Certifications Required : NA