IT Service Desk Agent — Café POS Support

Cognizant; Quezon City; On-site; PHP 201,000 - 246,000; Part time

Job summary

Cognizant Philippines is seeking a Customer Service Representative with at least 6 months of BPO CSR experience to join a three-month project-based role in Manila. You will handle inbound/outbound calls, verify accounts, and follow POS/PMS procedures while delivering accurate support to café/store partners.

Training will be provided to ensure competency in the Café domain, with opportunities to extend based on performance. The role emphasizes customer care, ticketing, and timely issue resolution.

Qualifications

• Minimum 6 months experience as TSR, ITHD, ITSD, or BPO CSR.

Responsibilities

• Complete extensive ongoing training to maintain competency in Café domain and POS/PMS application knowledge
• Be available to take inbound and outbound calls from café/store points of contact
• Answer inbound calls from cafés/stores and respond to customer inquiries via phone, email, or chat with accuracy and professionalism
• Ensure account verification procedures are properly followed
• Adhere to POS/PMS incident call handling requirements while interacting with customers
• Create incidents in the Client/Cognizant ticketing tool
• Listen actively and probe to determine customer needs; call back customers if additional input is required
• Obtain information from callers to understand the query
• Search document repositories and incident history for solutions; coordinate with SME/POC for additional support
• Accurately record customer issues in the Client/Cognizant ticketing tool
• Track open tickets through to resolution and close after resolution
• Escalate if timely resolution is not available

Skills

BPO CSR experience

Tools

Ticketing tool

Job description

Cognizant Philippines is seeking a Customer Service Representative with at least 6 months of BPO CSR experience to join a three-month project-based role in Manila. You will handle inbound/outbound calls, verify accounts, and follow POS/PMS procedures while delivering accurate support to café/store partners.

Training will be provided to ensure competency in the Café domain, with opportunities to extend based on performance. The role emphasizes customer care, ticketing, and timely issue resolution.