Customer Support Executive
- Cognizant
- 1 - 5 years
- Bengaluru
- 17 hours ago
- Email to a friend
- Report this job
Job Description
Senior Process Executive Trust and Consumer Support
Job Description
We are seeking a detail-oriented and proactive Email Support Agent to join our Trust and
Consumer Support (TCS) operations team. In this role, you will be responsible for
reviewing, analyzing, and resolving member queries and complaints received via email.
You will ensure timely and professional responses while upholding our commitment to
safety, compliance, and quality service standards.
This position requires a strong customer service mindset, attention to detail, and the ability
to work effectively in a dynamic, fast-paced environment.
Key Responsibilities Handle member queries, reports, and complaints received via email with empathy
and professionalism. Review and investigate issues related to account safety, trust, and policy
compliance. Ensure adherence to defined processes, workflows, and quality standards.
Collaborate with internal teams for complex case resolutions.
Maintain accurate documentation and case notes in system tools.
Meet or exceed performance metrics including response time, quality, and member
satisfaction. Identify trends or recurring issues and escalate them appropriately for process
improvement. Uphold confidentiality and compliance standards at all times.
Demonstrate a growth mindset by actively participating in training, feedback
sessions, and performance reviews.
Qualifications
Basic Qualifications: Graduate in any discipline.
Minimum 1 year of experience in the ITES or Customer Service industry (Email or
Chat support preferred). Strong written communication skills with the ability to handle sensitive and detailed
correspondence. Proficiency with MS Office tools is a plus (Outlook, Excel, Word).
Ability to work in a fast-paced environment and meet defined SLAs.
Excellent attention to detail, analytical skills, and logical reasoning.
Strong interpersonal and customer service orientation.
Preferred Qualifications: Prior experience supporting international customers.
Flexible to work in rotational shifts, weekends, or public holidays if required.
Exposure to workflow and CRM systems.
Ability to multitask and adapt to shifting priorities.
Familiarity with global privacy and compliance standards.
Additional Information Work Location: Bangalore
Employment Type: Full-time
Shift: Rotational shifts (including weekends and holidays, if required)
What We Offer:
Competitive salary and performance-based incentives. Comprehensive training and ongoing professional development.
Friendly and collaborative work environment.
Opportunities for career growth within the organization.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: Customer Experience Customer Satisfaction Customer Retention Client Satisfaction Customer Engagement
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