SPE-CX-Multi Channel Helpdesk

4 days ago

Hyderabad India Cognizant Full time

Job Description Job Summary The SPE-CX-Multi Channel Helpdesk role is designed for professionals with 3 to 5 years of experience in providing exceptional customer support across multiple channels. The candidate will leverage their expertise in the ISV domain and proficiency in English to ensure seamless communication and resolution of customer inquiries. This hybrid work model allows for flexibility while maintaining a focus on delivering high-quality service during day shifts. Responsibilities - Provide comprehensive support to customers through various communication channels ensuring timely and effective resolution of inquiries. - Utilize expertise in the ISV domain to address specific customer needs and enhance their experience with our services. - Collaborate with cross-functional teams to gather necessary information and provide accurate solutions to customer issues. - Maintain detailed records of customer interactions and transactions ensuring data integrity and confidentiality. - Analyze customer feedback to identify trends and suggest improvements to enhance service quality. - Develop and maintain a deep understanding of company products and services to effectively assist customers. - Implement best practices in customer service to achieve high levels of customer satisfaction and loyalty. - Monitor and manage helpdesk performance metrics to ensure service level agreements are met. - Participate in training sessions to stay updated on new products services and industry trends. - Assist in the development of helpdesk policies and procedures to streamline operations and improve efficiency. - Provide feedback to management on potential areas for improvement in customer support processes. - Engage with customers in a professional and courteous manner fostering positive relationships and trust. - Contribute to the companys mission by ensuring customer satisfaction and promoting a positive brand image. Qualifications - Demonstrate proficiency in English to effectively communicate with customers and team members. - Possess strong problem-solving skills and the ability to think critically in high-pressure situations. - Exhibit excellent interpersonal skills to build rapport with customers and colleagues. - Show a keen attention to detail to ensure accuracy in customer interactions and documentation. - Have a solid understanding of the ISV domain to provide relevant and informed support. - Display adaptability to work in a hybrid model balancing remote and in-office responsibilities. - Maintain a customer-centric approach prioritizing customer needs and satisfaction.

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