Customer Service Specialist

Job Summary

Cognizant is looking for customer-focused and motivated individuals to join as Customer Support Associates (CSA). The selected candidates will handle customer queries, resolve complaints, provide accurate information, and ensure a positive customer experience while maintaining service quality and following company guidelines.

Key Responsibilities

• Handle customer inquiries through calls depending on the assigned process.
• Understand customer concerns and provide appropriate solutions within the defined turnaround time.
• Maintain professional communication and ensure customer satisfaction.
• Record customer interactions and update details in the CRM or relevant systems.
• Follow standard operating procedures, quality guidelines, and company policies.
• Escalate complex customer issues to the appropriate team when necessary.
• Meet performance targets related to productivity, quality, and customer satisfaction.
• Maintain the confidentiality and security of customer information.
• Coordinate with internal teams to ensure timely resolution of customer issues.

Eligibility Criteria

• Education: Graduates or undergraduates, depending on process requirements.
• Experience: Freshers and experienced candidates may apply, subject to the specific vacancy.
• Good verbal and written communication skills in English.
• Basic computer knowledge and familiarity with MS Office.
• Strong customer-handling and problem-solving abilities.
• Willingness to work in rotational shifts, including night shifts, if required.

Required Skills

• Excellent communication and interpersonal skills.
• Customer service and complaint-handling skills.
• Problem-solving and decision-making abilities.
• Active listening and attention to detail.
• Basic computer and typing skills.
• Ability to work in a team and manage multiple tasks.
• Adaptability to a fast-paced work environment.

Work Conditions

• Full-time position & Work from office
• Rotational shifts and weekly offs as per business requirements.
• Performance-based targets and quality standards.