As a Customer Service Specialist, you will provide support customers via phone calls, live chats, e-mails and social media. You will provide problem resolution within the guidelines of the service policy.
You should also maintain up to date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
- Receiving end user requests for product details, warranty registration and general inquiries
- Provide first level resolution providing excellent customer experience
- De-escalating upset customers while adhering to the client policies and procedures
- Documenting both the customer concern and action to resolve the issue in the CRM tool
- Ticket escalation to respective Support Group
- Ticket creation /Categorization / Prioritization
- Receive and Promptly Respond to Customer Queries
- Iidentify and troubleshoot, document and categorize customer inquiries/requests, and if needed escalate complex problems according to defined escalation procedures.
- Min.Bachelor Degree
- At least 6-12 months of retail Omni-channel e- commerce experience focusing product support, warranty and customer experience
- Good knowledge of German language (min.C1/C2)
- Good knowledge of English language (min.B2)
- Excellent customer issue resolution focus related to online / in-shop orders, refunds and replacements, warranty, etc.
- Ability to learn, retain and apply large amounts of product, procedure, policy and system information
- Interpersonall skills such as: understanding, active listening capabilities, knows how to probe and to get relevant information; empathy
- Attractive salary and stable job offer- employment contract
- Medical care with dentist for you and your family
- Cafeteria benefits & multisport card
- Recognition program
- Opportunities to grow internal promotions in Poland & abroad!
- Opportunities to develop co-financed training programs, free training platforms: UDEMY, Busuu
- Opportunity to make a difference: volunteering programs
Poznaj
Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.