SPE-CX-Multi Channel Helpdesk

3 days ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in customer experience to provide top-notch support across various communication channels. With a focus on delivering exceptional service you will play a crucial role in enhancing customer satisfaction and ensuring seamless interactions. This hybrid role offers the flexibility of rotational shifts allowing you to balance work and personal commitments effectively.

Responsibilities

  • Provide exceptional customer support across multiple channels including phone email and chat to ensure customer satisfaction and issue resolution.
  • Collaborate with team members to address complex customer inquiries and provide timely solutions.
  • Utilize strong English communication skills to effectively interact with customers and understand their needs.
  • Maintain accurate records of customer interactions and transactions to ensure data integrity and service quality.
  • Monitor and respond to customer feedback to continuously improve service delivery and customer experience.
  • Implement best practices in customer service to enhance the efficiency and effectiveness of the helpdesk operations.
  • Assist in developing and updating helpdesk documentation and training materials to support team knowledge sharing.
  • Participate in regular team meetings and training sessions to stay updated on product knowledge and service protocols.
  • Analyze customer issues to identify trends and recommend improvements to prevent future occurrences.
  • Ensure adherence to company policies and procedures while handling customer interactions.
  • Support the implementation of new tools and technologies to enhance helpdesk capabilities and customer service.
  • Contribute to the achievement of team goals and objectives by actively participating in team initiatives.
  • Maintain a positive and professional demeanor while handling customer inquiries and resolving issues.

Qualifications

  • Demonstrate proficiency in English communication both verbal and written to effectively support customer interactions.
  • Possess strong problem-solving skills to address customer issues and provide effective solutions.
  • Exhibit excellent organizational skills to manage multiple tasks and prioritize customer requests efficiently.
  • Show adaptability to work in a hybrid model with rotational shifts ensuring flexibility in work schedule.
  • Display a customer-centric mindset with a focus on delivering high-quality service and enhancing customer satisfaction.
  • Have experience in using helpdesk software and tools to manage customer interactions and track issues.
  • Demonstrate the ability to work collaboratively in a team environment to achieve common goals.

Certifications Required

N\A

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