Spe-cx-multi Channel Helpdesk

2 weeks ago

Hyderabad Telangana, India Cognizant Full time

**Job Summary**

**Responsibilities**
- Provide exceptional customer service across multiple channels ensuring prompt and accurate resolution of inquiries.
- Utilize strong English communication skills to effectively interact with customers and understand their needs.
- Collaborate with team members to identify and implement process improvements that enhance customer experience.
- Maintain up-to-date knowledge of company products and services to offer informed assistance to customers.
- Analyze customer feedback to identify trends and suggest actionable insights for service enhancement.
- Ensure all customer interactions are documented accurately in the system for future reference.
- Work closely with technical teams to escalate and resolve complex issues in a timely manner.
- Monitor helpdesk performance metrics and report on key performance indicators to management.
- Develop and deliver training sessions for new team members to ensure consistent service quality.
- Participate in regular team meetings to discuss challenges and share best practices.
- Adapt to changing customer needs and technology advancements to provide relevant support.
- Contribute to the development of helpdesk policies and procedures to streamline operations.
- Engage in continuous learning to stay updated with industry trends and enhance personal skills.

**Qualifications**
- Possess a minimum of 3 years of experience in a customer service role within the Hi-Tech domain.
- Demonstrate proficiency in English communication both verbal and written.
- Exhibit strong problem-solving skills and the ability to work independently.
- Show experience in using helpdesk software and CRM systems.
- Display a customer-centric mindset with a focus on delivering high-quality service.
- Have a proven track record of meeting or exceeding performance targets.
- Be adaptable to a hybrid work model and comfortable with day shifts.

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