IT Service Desk Representative

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

• 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.