Job Summary

This hybrid role focuses on delivering high quality customer service support for procure to pay processes within a global multinational organization. The professional 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 qualified 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

Coordinate with technology teams when system issues affect customers providing clear incident details and supporting testing of fixes to restore normal service

Adhere to company policies compliance expectations and data privacy requirements in every interaction to protect the organization and build stakeholder confidence

Qualifications : 0-18 months of experience in customer service environments preferably supporting corporate or shared services functions

Demonstrate strong verbal and written communication abilities that enable clear explanation of issues and build constructive relationships with stakeholders

Exhibit working familiarity with procure to pay or procurement processes such as requisitions purchase orders and invoice handling even if gained through limited exposure

Show proficiency in using office productivity tools and ticketing or case management systems to log track and close customer requests efficiently

Display a structured problem solving mindset with the capability to analyze root causes and recommend realistic improvements to service workflows

Bring awareness of hybrid work practices including effective remote collaboration and time management to maintain productivity within day shift schedules

Value inclusivity teamwork and ethical conduct and align daily activities with the organizations purpose of delivering efficient responsible supply operations that benefit society through reliable services

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