job description
Join Cognizant, a global leader in technology and business solutions, as a Customer Care Specialist (CSR) for Retail Accounts in the vibrant and dynamic region of Bali, Indonesia. In this role, you will serve as the frontline ambassador for our retail clients, delivering exceptional customer service and driving satisfaction through personalized, efficient, and professional interactions.
As part of our dedicated team, you will leverage your communication skills and problem-solving abilities to address customer inquiries, resolve issues, and ensure a seamless experience. This position offers the opportunity to work in a collaborative, fast-paced environment while contributing to the success of some of the world’s most innovative brands.
Whether you are based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will enjoy a flexible and supportive work culture that values your growth and well-being. Elevate your career with Cognizant and be part of a company that empowers you to make a real impact.
Responsibility
- Provide exceptional customer service via phone, email, and chat to retail clients, ensuring timely and accurate resolution of inquiries.
- Handle customer complaints and escalations professionally, following company protocols to achieve high satisfaction rates.
- Process orders, returns, and exchanges efficiently while maintaining detailed and accurate records in CRM systems.
- Collaborate with cross-functional teams to address customer needs and improve service delivery.
- Stay updated on product knowledge, promotions, and company policies to provide accurate and relevant information.
- Meet and exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Identify recurring customer issues and proactively suggest process improvements to enhance service quality.
- Maintain a positive and empathetic attitude, ensuring every customer interaction reflects the company’s commitment to excellence.
Qualifications
- Minimum 1-2 years of experience in customer service, call center, or retail support roles.
- Excellent English communication skills, both written and verbal, with a neutral accent.
- Strong problem-solving and conflict-resolution abilities with a customer-first mindset.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office tools.
- Ability to work in shifting schedules, including weekends and holidays, as required.
- High school diploma or equivalent; a bachelor’s degree in a related field is a plus.
- Demonstrated ability to work under pressure and manage multiple tasks efficiently.
- Familiarity with retail industry standards and best practices is an advantage.