Tl-cx-multi Channel Helpdesk

6 days ago

Hyderabad Telangana, India Cognizant Full time

**Job Summary**

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in MS Excel and English communication to enhance customer experiences. With a focus on online and digital marketing you will play a pivotal role in supporting our hybrid work model during night shifts. Your contributions will drive the companys success in delivering exceptional service.

**Responsibilities**
- Manage multi-channel helpdesk operations to ensure seamless customer support across various platforms.
- Utilize MS Excel to analyze data and generate insightful reports that aid in decision-making processes.
- Communicate effectively in English to address customer inquiries and resolve issues promptly.
- Collaborate with team members to develop strategies that enhance customer satisfaction and service delivery.
- Implement best practices in online and digital marketing to optimize helpdesk performance.
- Monitor and evaluate helpdesk metrics to identify areas for improvement and implement corrective actions.
- Provide training and guidance to junior team members to foster a culture of continuous learning and development.
- Coordinate with cross-functional teams to ensure alignment of helpdesk operations with overall business objectives.
- Adapt to the hybrid work model balancing remote and in-office tasks efficiently.
- Ensure compliance with company policies and procedures while delivering exceptional service.
- Stay updated with industry trends and technologies to enhance helpdesk capabilities.
- Contribute to the development of innovative solutions that improve customer engagement and satisfaction.
- Support night shift operations ensuring availability and responsiveness during peak hours.

**Qualifications**
- Demonstrate proficiency in MS Excel for data analysis and reporting.
- Exhibit strong English communication skills for effective customer interaction.
- Possess knowledge of online and digital marketing strategies to enhance helpdesk operations.
- Show adaptability to hybrid work environments and night shift schedules.
- Display problem-solving skills to address customer issues efficiently.
- Maintain a customer-centric mindset to drive service excellence.

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