IT Service Desk Associate: Growth & Global Impact

Cognizant Consulting; Philippines; Vor Ort; PHP 201.000 - 290.000; Vollzeit

Benefits dieser Stelle

Career growth

Employee benefits

Global exposure

Zusammenfassung

Cognizant Philippines is seeking a Customer Support Associate to join our Café domain support team, handling inbound and outbound calls for café/store contacts and resolving inquiries with accuracy and professionalism.

Role requires a High School Graduate with at least 6 months in TSR/ITHD/ITSD/BPO CSR and willingness to work on a 3-month project. Training will build domain competency in POS/PMS and ticketing processes.

Qualifikationen

• High School Graduate required.
• Minimum of 6 months experience as TSR, ITHD, ITSD, or BPO CSR.
• Amenable to work in a project-based setup for 3 months.

Aufgaben

• 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 clearly understand the query.
• Search document repositories and incident history for similar issues to identify solutions; coordinate with SME/POC for additional support when needed.
• Accurately record customer issues in the Client/Cognizant ticketing tool.
• Track open tickets through resolution and close tickets after resolution.
• Escalate to the appropriate contact if timely resolution is not available.

Kenntnisse

Communication skills

Call handling

Problem solving

Ausbildung

High School Graduate

Tools

Ticketing tool

Jobbeschreibung

Cognizant Philippines is seeking a Customer Support Associate to join our Café domain support team, handling inbound and outbound calls for café/store contacts and resolving inquiries with accuracy and professionalism.

Role requires a High School Graduate with at least 6 months in TSR/ITHD/ITSD/BPO CSR and willingness to work on a 3-month project. Training will build domain competency in POS/PMS and ticketing processes.