Job Description

Job Summary

This hybrid role in a global organization focuses on delivering high quality customer service through multiple channels while working in rotational shifts. The qualified will handle inquiries resolve issues efficiently and document interactions accurately contributing to a seamless store and digital experience in support of the company mission to enable trusted and inclusive customer journeys.

Responsibilities
- Handle customer inquiries across phone email and chat channels with clear courteous and timely responses to maintain a consistently positive experience for every interaction
- Resolve customer issues by applying defined procedures and analytical thinking to achieve first contact resolution wherever possible and reduce repeat contacts
- Document each customer interaction in the service management system with accurate details about issues actions and outcomes to support traceability and continuous improvement




- Escalate complex or sensitive cases to the appropriate support teams using established workflows to ensure that customers receive specialized assistance without unnecessary delay
- Cooperate with store and operations teams by sharing customer feedback and recurring issues to help refine processes promotions and in store experiences
- Coordinate with logistics and order management teams to provide customers with accurate updates on order status delivery timelines returns and refunds
- Adhere to rotational shift schedules including weekends and holidays as required to ensure consistent support coverage for global customers in different time zones
- Follow all customer service policies security standards and compliance requirements to protect customer information and uphold organizational trust
- Use available knowledge bases scripts and frequently asked question resources to deliver consistent responses while suggesting updates when content gaps are identified
- Participate in regular coaching sessions and performance rev

📌 PE-Customer Service PR (Indore)
🏢 Cognizant Softvision
📍 Indore