IT Service Desk Representative

Cognizant Technology Solutions Philippines Inc.; Quezon City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Customer Support Associate with a High School diploma and at least 6 months of CSR/TSR experience.

You will join a café domain support team handling inbound/outbound calls, emails, and chat, while ensuring verification procedures and incident ticketing are followed accurately. You’ll undergo extensive training on Café POS/PMS systems, maintain competency, and assist cafés/stores with inquiries.

Qualifications

• High School Graduate requirement.
• 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 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; 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 close after resolution is provided.
• Escalate to the appropriate contact if timely resolution is not available.

Skills

BPO CSR experience

Education

High School Diploma

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.