PE-Customer Service PR

About the Position

PE-Customer Service PR

This entry-level customer service role supports home-based associates in delivering responsive assistance for store operations and digital customers through remote channels. The position focuses on resolving inquiries, documenting interactions, and fostering positive customer outcomes while adhering to rotational shifts in a work-from-home model with no travel requirement. The role contributes to consistent service quality across markets.

Responsibilities

• Handle incoming customer queries through phone, chat, and email channels to provide clear, accurate, and timely resolutions that enhance overall satisfaction and trust in the company service model.
• Manage issue logging and case documentation in customer service systems to maintain high data quality and enable effective tracking, analysis, and continuous improvement of support processes.
• Coordinate with remote store operations and support teams to clarify product availability, order status, and policy details, ensuring seamless end-to-end experiences for customers.
• Follow structured scripts, guidelines, and knowledge base material while still adapting responses to individual customer needs to deliver consistent and empathetic assistance.
• Escalate complex cases to senior team members or specialized departments using standardized workflows and priority rules to minimize resolution time and avoid repeated contacts.
• Monitor personal performance metrics such as response time, first contact resolution, and quality scores and apply coaching feedback to improve future interactions and outcomes.
• Adhere to rotational shift schedules in a work-from-home setup, including evenings, nights, and weekends, while maintaining reliable connectivity and professional remote work habits.
• Apply problem-solving techniques when handling complaints and service failures by investigating root causes, offering suitable remedies, and reinforcing brand confidence.
• Collaborate with virtual colleagues through digital tools to share updates on common issues, provide insights from customer feedback, and support coordinated service improvements.
• Utilize customer service technology platforms, including ticketing systems, communication tools, and basic reporting views, to navigate workflows and track progress efficiently.
• Support store operations by accurately communicating promotion details, return guidelines, and order pickup procedures so that customers receive consistent information across channels.
• Contribute to the company purpose of making commerce more accessible and reliable by ensuring every interaction is handled with respect, clarity, and a focus on positive community impact.
• Maintain strict compliance with company policies, data privacy standards, and security practices to safeguard customer information and uphold organizational integrity.

Requirements

• Core Skills:

  • Customer Service
  • Active Listening
  • Clear Verbal Communication
  • Concise Written Responses

• Secondary Skills:

  • Knowledge of Store Operations
  • Comfort with Rotational Shifts
  • Strong Interpersonal Skills
  • Eagerness to Learn

Certifications Required

Preferred certification in customer service such as Certified Customer Service Professional or similar entry-level credential.

We Offer

• Work from Home model
• Competitive compensation
• Professional development opportunities

About the Company

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 enable 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 follow us on Twitter.

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.
• 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, provincial, or local laws.

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