Cogent is an Indian CXM solutions provider facilitating businesses and brands to redefine their customer experience management in the digital age. Since 2004, we continue to deliver industry-specific results and an approach that strengthens customer relations and differentiates you from your competitors. We design and administer customer experience through digital solutions such as automation, analytics and AI/ML-based solutions.

Count on us for measurable growth within your operations through domain experts, contact centres, and back-office processes. We have emerged as one of the most trusted and dependable service partners for our clients to redefine CXM in the digital age.

Customer Service Associate Job Responsibilities:

• Maintains customer relationship by responding to inquiries; documenting actions.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers’ accounts.
• Improves quality service by recommending improved processes; identifying new product and service applications.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing related results as needed.

Customer Service Associate Qualifications / Skills:

• Product knowledge
• Informing others
• Data entry skills
• Organization
• Analyzing information
• Verbal communication
• Reporting skills
• Managing processes
• Customer focus
• General consulting skills
• Multi-tasking

Tasks and Duties:

·        Answering client correspondences through email, social media, and by phone.

·       Relaying extensive product information to customers.

·       Closing sales for the company.

·       Filing customer records, including contact information, purchases and billings.

·       Conducting surveys and writing reports based on customer feedback on products and services.

·       Providing customers with clear instructions to resolve issues.

·       Rerouting customer calls to other departments when advanced solutions are needed.

·       Managing orders and ensuring their prompt delivery.