Job description

Qualifications

Responsibilities

Complete extensive ongoing training to maintain competency in Café domain and POS/PMS application knowledge
Be available to take inbound and outbound calls from café/store points of contact
Answer inbound calls from cafés/stores and promptly respond to customer inquiries via phone, email, or chat with accuracy and professionalism
Ensure account verification procedures are properly followed
Adhere to POS/PMS incident call handling requirements while interacting with customers
Create incidents in the Client/Cognizant ticketing tool
Listen actively and probe to determine customer needs; call back customers if additional input is required
Obtain as much information as possible from callers to clearly understand the query
Search document repositories and incident history for similar or related issues to identify solutions. If a solution is not readily available, coordinate with the application SME/POC for additional support
Accurately record customer issues in the Client/Cognizant ticketing tool
Track open tickets through to resolution and ensure tickets are closed immediately after resolution is provided
Escalate to the appropriate point of contact if a timely resolution is not available

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.

Service Desk/Store Helpdesk - Project Based