IT Service Desk Representative

Cognizant Softvision, LLC; Philippines; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Growth opportunities

Career development

Job summary

Cognizant Softvision, LLC is seeking a Customer Support representative to handle café domain inquiries and POS/PMS-related questions. The role involves inbound and outbound calls, email and chat support, and adherence to verification and incident-handling processes.

Candidates should have at least 6 months of CSR experience in BPO or similar settings and a High School diploma. The position requires project-based work for 3 months with opportunities for growth.

Qualifications

• High School Graduate is required.
• Minimum of 6 months experience in TSR/ITHD/ITSD or BPO CSR.

Responsibilities

• Handle inbound and outbound calls for café/store points of contact.
• Respond to customer inquiries via phone, email, or chat with accuracy and professionalism.
• Follow account verification procedures and adhere to POS/PMS incident handling requirements.
• Create incidents in the ticketing tool and track tickets through resolution.
• Escalate issues when timely resolution is not available.

Skills

Customer service

Call handling

Communication skills

Problem solving

Education

High School Graduate

Tools

Ticketing system

CRM tools

Job description

Job description

Qualifications

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

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 promptly 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 as much information as possible from callers to clearly understand the query
• Search document repositories and incident history for similar or related issues to identify solutions. If a solution is not readily available, coordinate with the application SME/POC for additional support
• Accurately record customer issues in the Client/Cognizant ticketing tool
• Track open tickets through to resolution and ensure tickets are closed immediately after resolution is provided
• Escalate to the appropriate point of contact if a timely resolution is not available

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.