Pe-cx-multi Channel Helpdesk

2 weeks ago

Hyderabad Telangana, India Cognizant Full time

**Job Summary**

**Responsibilities**
- Provide outstanding customer support through multiple communication channels ensuring timely and effective resolution of inquiries and issues.
- Utilize MS Excel to analyze and report on customer interactions identifying trends and areas for improvement.
- Assist in the management of search campaigns leveraging your knowledge of SEO and SEM to optimize performance.
- Collaborate with cross-functional teams to enhance the customer experience and streamline support processes.
- Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
- Participate in training sessions and workshops to stay updated on industry trends and best practices.
- Contribute to the development of helpdesk policies and procedures to improve service delivery.
- Monitor and evaluate customer feedback to identify opportunities for service enhancement.
- Work closely with team members to share insights and strategies for improving customer satisfaction.
- Ensure compliance with company policies and regulatory requirements in all customer interactions.
- Provide input on system improvements and enhancements to better serve our customers.
- Engage in continuous learning to expand your knowledge of our products and services. Qualifications
- Possess strong proficiency in MS Excel for data analysis and reporting.
- Have a basic understanding of search campaign management including SEO and SEM principles.
- Exhibit excellent communication and interpersonal skills.
- Show a willingness to work in a rotational shift schedule.
- Display a proactive approach to problem-solving and customer service.
- Be adaptable to a fast-paced and dynamic work environment.

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

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