Spe-cx-multi Channel Helpdesk

5 days ago

Bengaluru Karnataka, India Cognizant Full time

**Job Summary**

The SPE-CX-Multi Channel Helpdesk role is designed for individuals with 2 to 3 years of experience in customer service management. The primary focus is on enhancing customer satisfaction through effective communication across multiple channels. The role requires working from the office with rotational shifts ensuring seamless customer interactions and support.

**Responsibilities**

- Manage customer inquiries efficiently across various communication channels to ensure timely resolution.
- Provide exceptional customer service by understanding customer needs and offering appropriate solutions.
- Collaborate with team members to improve service delivery and customer satisfaction.
- Utilize customer service management tools to track and resolve customer issues effectively.
- Analyze customer feedback to identify areas for improvement and implement necessary changes.
- Ensure adherence to company policies and procedures while handling customer interactions.
- Maintain accurate records of customer interactions and transactions for future reference.
- Assist in developing strategies to enhance customer experience and loyalty.
- Participate in training sessions to stay updated with the latest customer service trends and technologies.
- Work closely with other departments to ensure a seamless customer journey.
- Handle escalated customer issues with professionalism and empathy.
- Monitor and report on customer service metrics to identify trends and areas for improvement.
- Adapt to rotational shifts to provide consistent support to customers.

**Qualifications**

- Possess strong communication skills to interact effectively with customers.
- Demonstrate proficiency in customer service management tools and techniques.
- Exhibit problem-solving skills to address customer concerns promptly.
- Show ability to work collaboratively in a team-oriented environment.
- Have experience in managing customer interactions across multiple channels.
- Display a customer-centric mindset to enhance customer satisfaction.
- Be adaptable to rotational shifts and work from the office environment.

**Certifications Required**

Certified Customer Service Professional (CCSP)

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