Job Summary

This customer service skilled role supports clients through remote channels resolving inquiries and issues while representing the brand with empathy and accuracy. The position involves rotational shifts in a work from home model requiring strong communication skills consistent follow through and timely escalation when needed. Experience in store operations is valued to enhance understanding of customer needs and business processes.

Responsibilities

Handle inbound and outbound customer interactions through phone chat or email while maintaining a calm professional presence and ensuring timely resolution of each query within agreed service levels.
Respond to product order and account related questions by analyzing customer information and system records and then providing clear accurate guidance that promotes trust and satisfaction.
Document every customer interaction in the service management systems with precise case notes that support future follow up quality audits and continuous improvement.




Resolve routine customer complaints by identifying root causes offering appropriate solutions and confirming closure so that repeat issues are minimized and customer confidence is reinforced.
Escalate complex technical or policy related cases to appropriate internal teams using structured handoff procedures to support fast resolution and reduce operational risk.
Collaborate with cross functional partners such as operations and quality teams to share recurring customer themes that can drive process enhancements and better service outcomes.
Utilize knowledge of store operations when applicable to explain order processing return handling and stock availability in a way that aligns with frontline retail practices and customer expectations.
Follow rotational shift schedules reliably including evenings and weekends when required while maintaining consistent performance and respecting regional time requirements.
Apply active listening and empathetic communication

📌 PE-Customer Service PR (India)
🏢 Cognizant
📍 India