Customer Service Professional (Work from Home) at Cognizant

Cognizant is hiring a Customer Service Professional (PE – Customer Service PR) for a 100% Work from Home (WFH) role based out of Kolkata, India. This role focuses on supporting remote client operations, resolving customer queries, and delivering customer care using retail/store operation insights.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Key Job Details

Detailed Eligibility & Skill Requirements

• Experience: 1 to 2 years in customer service or contact center environments.
• Domain Knowledge: Prior exposure to store operations, point-of-sale (POS) concepts, order processing, stock availability, or retail returns is highly valued.
• Technical Skills: Familiarity with customer service ticketing tools, CRM software, and basic office/collaboration applications.
• Communication: Excellent verbal and written English communication skills with active listening and problem-solving abilities.
• Certifications (Optional/Preferred): Professional customer service credentials such as HDI Customer Service Representative (HDI-CSR) or equivalent contact center certifications.

Primary Roles & Responsibilities

1. Multi-Channel Support: Manage inbound/outbound customer interactions via phone, chat, or email while maintaining SLA targets.
2. Issue Resolution: Resolve customer complaints regarding products, orders, and account queries by identifying root causes and ensuring accurate follow-through.
3. Documentation: Log precise case notes and interaction details into internal customer service systems for auditing and escalation purposes.
4. Structured Escalation: Identify complex technical or policy issues and hand them off to relevant internal teams following established protocols.
5. Retail Operations Integration: Apply retail and store operations knowledge to explain order fulfillment, returns handling, and inventory details clearly to users.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.