We are looking for a proactive and customer-focused Customer Support Executive to join our team. The ideal candidate will be responsible for handling customer queries, resolving issues efficiently, and ensuring a high level of customer satisfaction. You will act as the first point of contact for our customers and represent the voice of the company.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or social media channels.
• Resolve product or service problems by clarifying the customer’s complaint and determining the cause of the issue.
• Escalate unresolved issues to the appropriate internal teams.
• Follow up to ensure full resolution and customer satisfaction.
• Maintain accurate records of customer interactions and transactions.
• Provide feedback on the efficiency of the customer service process.
• Identify customer needs and help customers use specific features or services.
• Stay up to date with product knowledge, system changes, and enhancements.
• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores.

Requirements:

• Proven experience in a customer support or client service role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to stay calm under pressure and manage time effectively.
• Familiarity with CRM systems and practices (e.g., Zendesk, Salesforce).
• Good computer skills and the ability to learn new software quickly.
• High school diploma required; a degree in business or a related field is a plus.
• Fluency in [specific language(s)], if applicable.

Preferred Skills:

• Experience in [industry, e.g., SaaS, e-commerce, telecom].
• Multilingual abilities.
• Knowledge of customer service best practices and KPIs.

Working Conditions:

• Shift-based work may be required, including weekends or holidays.
• Remote work options may be available depending on company policy.

About the company

At Cognizant, we give organizations the insights to anticipate what customers want and act instantly to deliver on those demands. So they can achieve the goal of every modern business: staying one step ahead of a fast-changing world.