Customer Support Executive

Cognizant Technology Solutions Corporation; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Cognizant Technology Solutions Corporation is seeking a Customer Service professional in Bengaluru to manage chat, email, and phone interactions with a focus on timely, accurate resolutions and high CSAT scores.

You will handle live chats, document interactions in the CRM, and follow established processes while working full-time from the office, including night shifts with rotational weeks off. English communication must be excellent.

Qualifications

• Must have 1 year of experience in customer service (voice, email or chat preferred).
• Excellent written and verbal communication skills in English.
• Willingness to work complete night shifts with rotational week offs.
• Willingness to work full-time from the office.
• Good typing speed with accuracy.
• Working knowledge of MS Office tools (Outlook, Excel, Word).

Responsibilities

• Respond to customer queries and concerns via chat or email in a timely, accurate, and professional manner.
• Handle live chat interactions, including managing multiple chats at the same time.
• Understand customer issues, ask the right questions, and provide clear and complete resolutions.
• Follow defined processes, guidelines, and quality standards on every interaction.
• Escalate complex or unresolved cases to the appropriate internal teams and follow up until closure.
• Document every interaction accurately in the ticketing or CRM tool.
• Meet or exceed performance metrics, including response time, resolution rate, quality, and CSAT.

Skills

English proficiency

Written communication

MS Office

Typing speed

Customer service

Education

Graduate in any discipline

Tools

CRM software

Outlook

Excel

Job description

Key Responsibilities

• Respond to customer queries and concerns received via chat or email in a timely, accurate, and professional manner.
• Handle live chat interactions, including managing multiple chats at the same time.
• Understand customer issues, ask the right questions, and provide clear and complete resolutions.
• Follow defined processes, guidelines, and quality standards on every interaction.
• Escalate complex or unresolved cases to the appropriate internal teams and follow up until closure.
• Document every interaction accurately in the ticketing or CRM tool.
• Meet or exceed performance metrics, including response time, resolution rate, quality, and customer satisfaction (CSAT).
• Maintain the confidentiality of customer data and comply with data privacy and security policies.
• Participate actively in training, coaching, and feedback sessions, including chat process training ahead of the launch.

Basic Qualifications:

• Graduate in any discipline.
• Minimum 1 year of experience in the Customer Service industry (Voice, Email or Chat support preferred).
• Excellent written and verbal communication skills in English.
• Hands-on experience in email and/or chat support.
• Willingness to work complete night shifts with rotational week offs.
• Willingness to work full-time from the office.
• Good typing speed with accuracy.
• Working knowledge of MS Office tools (Outlook, Excel, Word).