Job Summary

This hybrid role focuses on delivering high quality customer service support for procure to pay processes within a global multinational organization. The skilled will handle inquiries resolve operational issues and ensure a smooth experience for internal and external stakeholders. The role demands strong communication attention to detail and a passion for continuous improvement in customer satisfaction.

Responsibilities:
Handle daily customer inquiries through multiple communication channels and provide clear resolutions that enhance satisfaction and trust in the organization.

Resolve issues related to orders invoices and payment status by closely tracking each case and ensuring timely closure in line with agreed service levels.

Maintain accurate records of customer interactions and transactions using enterprise tools to support transparent reporting and audit readiness.

Collaborate with cross functional procurement finance and operations teams to address customer concerns and streamline procure to pay touchpoints





Escalate complex cases to the appropriate internal experts while providing complete context to enable faster resolution and mínimal disruption for customers.

Monitor open requests and follow up proactively with stakeholders to prevent delays and maintain high responsiveness in all service commitments

Adapt communication style to diverse customer profiles and regions while maintaining a professional empathetic and solution oriented approach

Participate in continuous improvement activities by identifying recurring issues suggesting process enhancements and supporting implementation of new service practices

Use metrics and feedback from surveys or dashboards to assess service quality and propose practical actions that improve the overall customer experience

Support documentation of standard operating procedures for customer service and procure to pay topics ensuring that guidance remains current accurate and easy to follow

Coordin

📌 Entry-level Customer Service Representative (Afzalgarh)
🏢 Cognizant
📍 Afzalgarh