Pe-cx-multi Channel Helpdesk

6 days ago

Gurugram Haryana, India Cognizant Full time

**Job Summary**

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will play a crucial role in enhancing customer experience through various communication channels. With a focus on technical expertise in MS Excel you will support our clients by resolving inquiries efficiently. This role offers a rotational shift schedule and requires you to work from our office providing a collaborative environment to grow your skills.

**Responsibilities**
- Provide exceptional customer service by addressing inquiries through multiple channels ensuring a seamless experience.
- Utilize MS Excel to analyze and interpret data aiding in the resolution of customer issues.
- Collaborate with team members to develop solutions that enhance customer satisfaction and operational efficiency.
- Maintain accurate records of customer interactions and transactions ensuring data integrity.
- Assist in the development and implementation of helpdesk procedures and best practices.
- Monitor and respond to customer feedback identifying areas for improvement.
- Participate in training sessions to stay updated on product knowledge and industry trends.
- Contribute to team meetings by sharing insights and suggesting process improvements.
- Ensure compliance with company policies and procedures while handling customer data.
- Engage with customers to understand their needs and provide tailored solutions.
- Track and report on helpdesk performance metrics identifying opportunities for enhancement.
- Foster a positive work environment by supporting colleagues and promoting teamwork.

**Qualifications**
- Demonstrate proficiency in MS Excel including data analysis and reporting capabilities.
- Possess strong communication skills to effectively interact with customers and team members.
- Exhibit problem-solving abilities to address customer inquiries efficiently.
- Show willingness to learn and adapt to new technologies and processes.
- Display attention to detail in maintaining accurate records and reports.
- Be open to working rotational shifts to meet business needs.

**Certifications Required**
- Microsoft Office Specialist: Excel Certification

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