PE-Customer Service PR

Cognizant; Indore District; Hybrid; INR 300,000 - 520,000; Full time

Job summary

Cognizant in India is seeking a customer service professional for a hybrid role supporting store operations. The role emphasizes empathetic, high-quality interactions and working within a structured environment.

You will handle customer queries, document resolutions, coordinate with internal teams, and maintain data privacy while delivering clear written and spoken English. Shifted to standard day shifts and cross-functional collaboration are expected.

Qualifications

• Basic to intermediate experience in customer service environments.
• Familiarity with store operations concepts including billing or POS support.
• Strong written and spoken English communication.

Responsibilities

• Handle incoming customer queries and provide courteous responses aligned with service standards.
• Resolve store-related issues following documented procedures and escalation paths.
• Document every interaction in designated tools to support traceability.
• Collaborate with store operations, support, and back office to ensure timely resolutions.
• Assist store personnel by clarifying processes and policy interpretations for a smooth in-store experience.
• Monitor service requests and follow up to meet agreed timelines.
• Identify recurring issues and share insights to drive process improvements.
• Adhere to data privacy and security guidelines when handling information.
• Maintain high standards of written and spoken English.
• Support adoption of new tools and updates in day-to-day activities.
• Participate in team meetings and knowledge sharing to stay aligned with policies.
• Track performance metrics and use feedback to improve service.
• Adapt to a hybrid work environment, managing time and communication.

Skills

Customer service experience

English communication

Hybrid work adaptability

Documentation and logging

Collaboration across teams

Tools

Ticketing systems

CRM tools

Collaboration platforms

Job description

Job Summary

This hybrid role in a global enterprise focuses on delivering consistent and empathetic customer service for store related operations with clear emphasis on high quality interaction. The professional will handle customer queries support store staff document resolutions and coordinate with internal teams to improve service outcomes while working standard day shifts in a structured environment.

Responsibilities

• Handle incoming customer queries through approved channels and provide clear accurate and courteous responses that align with company service standards and policies.
• Resolve basic to moderately complex issues related to store transactions orders and service requests by following documented procedures and escalation paths.
• Document every customer interaction in the designated tools with accurate details to support traceability reporting and continuous improvement of service quality.
• Collaborate with cross functional teams such as store operations support and back office functions to ensure timely resolution of customer concerns.
• Assist store personnel by clarifying process steps system usage and policy interpretation to help them deliver a consistent and smooth in store experience.
• Monitor open service requests and follow up proactively with stakeholders to ensure that commitments made to customers are fulfilled within agreed timelines.
• Identify recurring issues patterns or pain points in customer contacts and share insights with supervisors to drive enhancements in processes and tools.
• Adhere strictly to data privacy security and compliance guidelines while handling customer information in all systems and communication channels.
• Maintain high standards of written and spoken English to ensure customers and store staff receive clear concise and professional communication at all times.
• Support the adoption of new tools systems and updates by learning features quickly and applying them in day to day customer service activities.
• Participate in team meetings feedback sessions and knowledge sharing activities to stay aligned with changing policies campaigns and store operations requirements.
• Track individual performance metrics such as response time quality scores and customer satisfaction and use feedback to improve service effectiveness.
• Adapt to a hybrid work environment by managing time self discipline and communication practices to maintain consistent service quality from both office and home settings.

Qualifications

• Demonstrate basic to intermediate experience in customer service environments such as contact centers retail support or helpdesk roles with focus on customer satisfaction.
• Show familiarity with store operations concepts including billing returns inventory queries and point of sale support even if gained through internships or academic projects.
• Exhibit strong communication skills in English for read write and speak capabilities enabling effective interaction with customers and internal partners.
• Display comfort with using computer based tools ticketing systems and collaboration platforms to log cases track progress and coordinate with colleagues.
• Apply problem solving and critical thinking skills to understand customer issues identify root causes and choose the most appropriate resolution path.
• Illustrate ability to work structured day shifts in a hybrid model while meeting schedule adherence productivity and quality expectations.
• Highlight any exposure to retail industry environments or store support activities which can help understand customer journeys and operational constraints.

Certifications Required

Any recognized certification in customer service support for example a customer support foundation or service excellence credential