Spe-cx-multi Channel Helpdesk

3 days ago

Hyderabad Telangana, India Cognizant Full time

**Job Summary**

**Responsibilities**
- Provide comprehensive support to customers through various communication channels ensuring timely and effective resolution of inquiries.
- Utilize expertise in the ISV domain to address specific customer needs and enhance their experience with our services.
- Collaborate with cross-functional teams to gather necessary information and provide accurate solutions to customer issues.
- Maintain detailed records of customer interactions and transactions ensuring data integrity and confidentiality.
- Analyze customer feedback to identify trends and suggest improvements to enhance service quality.
- Develop and maintain a deep understanding of company products and services to effectively assist customers.
- Implement best practices in customer service to achieve high levels of customer satisfaction and loyalty.
- Monitor and manage helpdesk performance metrics to ensure service level agreements are met.
- Participate in training sessions to stay updated on new products services and industry trends.
- Assist in the development of helpdesk policies and procedures to streamline operations and improve efficiency.
- Provide feedback to management on potential areas for improvement in customer support processes.
- Engage with customers in a professional and courteous manner fostering positive relationships and trust.
- Contribute to the companys mission by ensuring customer satisfaction and promoting a positive brand image.

**Qualifications**
- Demonstrate proficiency in English to effectively communicate with customers and team members.
- Possess strong problem-solving skills and the ability to think critically in high-pressure situations.
- Exhibit excellent interpersonal skills to build rapport with customers and colleagues.
- Show a keen attention to detail to ensure accuracy in customer interactions and documentation.
- Have a solid understanding of the ISV domain to provide relevant and informed support.
- Display adaptability to work in a hybrid model balancing remote and in-office responsibilities.
- Maintain a customer-centric approach prioritizing customer needs and satisfaction.

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