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Helpdesk Assistant

2 weeks ago

Delhi Delhi, India Better Cotton Full time

**Starting Date**:ASAP

**Contract type**: Full-time and open-ended

**Salary**: 850’300 INR, commensurate with relevant experience and skills

**Location**: Delhi

**Application closing date**:09 03 2025

**About the Job**

This role offers excellent opportunities for personal and professional development; therefore, the individual should be able to respond timely to new challenges; identify and analyse problems; and contribute to finding solutions proactively.

**The Challenge**

Better Cotton is in an exciting stage of growth and development carrying out major changes to its standard system model, notably transitioning to a certification model. This requires change management with the Better Cotton supply chain, a supply chain of many thousands of têxtile companies in around 80 countries.

As a Helpdesk Assistant, you will be responsible for providing a professional customer service to all our members and non-member suppliers and for supporting the Demand and Engagement team with member administration tasks in order to ensure an enhanced user experience to all our members and users of our Better Cotton Platform, and you will interact with multiple stakeholders both internally and externally.

**Areas that play to your strengths**

We are seeking a motivated **Helpdesk Assistant** to join our **Helpdesk Service Team**. In this role, you will be responsible for:

- Accurately recording incoming queries in our Service ticketing system (Zendesk) and assigning tickets to the right person, and where required identifying the correct escalation route for tickets deemed out of scope of the Helpdesk to ensure enquiries are resolved timely and accurately
- Liaising with other Better Cotton functions to ensure responses provided are accurate and timely
- Ensuring that Helpdesk processes are consistently applied, and highlighting areas that need updating if applicable
- Making suggestions for responding to frequently asked questions and for improving Helpdesk processes
- Supporting the analysis of the Helpdesk performance by providing additional information to the Helpdesk Officer and Coordinator to help identify areas for improvement
- Supporting member administration by setting up new members’ accounts on the Better Cotton Platform (BCP) or CRM systems and keeping existing members’ data updated
- Participating in knowledge sharing sessions to keep abreast of all changes at Better Cotton
- Providing ad-hoc administrative or project support as requested by the Helpdesk Coordinator such as system testing or information checks

**We are looking for someone who has**

the following skills, knowledge, and experience:
**Essential**
- At least one-year relevant working experience
- Experience in working with customers and customer services
- Experience in managing and organising information and data, communications
- Experience developing simple communications materials for diverse tasks
- University degree, or equivalent higher education qualification, in a relevant field
- Strong communication (both written & spoken) and good listening abilities.
- Excellent calling (telephony) skills
- Excellent organisational skills and capacity to handle a set of different priorities
- Good analytical and problem-solving skills with a proactive approach
- Team player, and service oriented
- IT literacy, to include Word; PowerPoint; Excel; Outlook; and CRM system
- Native language fluency in English & Hindi

**Desirable**
- Work experience in têxtiles or with a membership organisation
- Helpdesk service experience
- Other languages spoken by Better Cotton members (Local languages, Tamil etc.)
- Salesforce user experience

**What we offer**
- Competitive salary
- Hybrid working - Two to three days/week in the Delhi office
- The opportunity to work from anywhere in the world for up to one month per year
- Flexible working, with core hours from 10 am to 4 pm local time
- Continuous learning and development
- Pension scheme
- 25 days paid annual leave, plus 8-9 Bank Holidays and a further 3 days off over Christmas
- Enhanced parental benefits
- A warm, positive working environment where everyone is valued
- The opportunity to make your mark and make a difference

**Working arrangements**

The position is full-time (40 hours per week) and will be based in Delhi. Better Cotton offers flexible working, with core hours being 10 am - 4 pm.

In your cover letter, please include an explanation of why your experience is specifically relevant to this role at Better Cotton. We want to see your personal style - what makes you tick and why you think your next opportunity is here with us.

**Our hiring process**

**Initial Screening**:
**Interviews**:
**Assessment and Testing**:
**Reference Checks**:
**Offer stage**:
**About Better Cotton**

Better Cotton is a global not-for-profit organisation supporting the production of more equitable and sustainable cotton at farm level. We exist to catalyse the cotton farming community with partners, governments a