Global Customer Care Specialist — Hybrid with Excel

Cognizant; Muntinlupa; Hybrid; PHP 246,000 - 402,000; Full time

Job summary

Cognizant in Metro Manila is seeking a proactive customer service professional for a hybrid role focused on delivering accurate records and clear communication. You will handle day-to-day inquiries, coordinate with internal teams and support store operations data and processes to improve service quality and operational efficiency.

The role emphasizes structured problem solving, Excel-based reporting, and meeting service level targets with a calm, professional approach.

Qualifications

• One to two years of customer service experience with clear communication and structured problem solving.
• Working knowledge of MS Excel: data entry, sorting, filtering, basic formulas and simple reports.
• Familiarity with store operations: stock checks and order status coordination.
• Strong interpersonal skills and ability to work with diverse customers and colleagues.
• Good time management to handle multiple requests in a hybrid environment.
• Adaptability to standardized processes and new tools quickly.
• Commitment to data privacy and accurate documentation.

Responsibilities

• Handle incoming customer inquiries across channels and provide precise responses with a calm, professional tone.
• Investigate and document customer complaints, following defined resolution steps.
• Maintain service records in Excel, updating logs and tracking metrics.
• Prepare simple Excel reports to summarize interactions and identify issues.
• Collaborate with operations and inventory to confirm product availability and status.
• Validate stock information and update store-related records as needed.
• Guide customers through orders, returns and general queries clearly.
• Monitor queues and prioritize requests to meet service targets.
• Follow scripts and knowledge base content while suggesting improvements.
• Capture feedback in trackers and escalate meaningful insights to supervisors.
• Update reference guides and checklists to support the team.
• Adhere to data privacy and security policies in hybrid work.

Skills

Customer service

Problem solving

Interpersonal skills

Time management

Adaptability

Documentation

Tools

MS Excel

Job description

Cognizant in Metro Manila is seeking a proactive customer service professional for a hybrid role focused on delivering accurate records and clear communication. You will handle day-to-day inquiries, coordinate with internal teams and support store operations data and processes to improve service quality and operational efficiency.

The role emphasizes structured problem solving, Excel-based reporting, and meeting service level targets with a calm, professional approach.