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

The SPE-CX-Multi Channel Helpdesk role is pivotal in ensuring seamless customer interactions across various platforms. With a focus on the Hi-Tech domain the candidate will leverage their English communication skills to resolve queries efficiently. This hybrid role requires a proactive approach to enhance customer satisfaction and contribute to the companys reputation in the tech industry.

Responsibilities

  • Provide exceptional customer service across multiple channels ensuring prompt and accurate resolution of inquiries.
  • Utilize strong English communication skills to effectively interact with customers and understand their needs.
  • Collaborate with team members to identify and implement process improvements that enhance customer experience.
  • Maintain up-to-date knowledge of company products and services to offer informed assistance to customers.
  • Analyze customer feedback to identify trends and suggest actionable insights for service enhancement.
  • Ensure all customer interactions are documented accurately in the system for future reference.
  • Work closely with technical teams to escalate and resolve complex issues in a timely manner.
  • Monitor helpdesk performance metrics and report on key performance indicators to management.
  • Develop and deliver training sessions for new team members to ensure consistent service quality.
  • Participate in regular team meetings to discuss challenges and share best practices.
  • Adapt to changing customer needs and technology advancements to provide relevant support.
  • Contribute to the development of helpdesk policies and procedures to streamline operations.
  • Engage in continuous learning to stay updated with industry trends and enhance personal skills.

Qualifications

  • Possess a minimum of 3 years of experience in a customer service role within the Hi-Tech domain.
  • Demonstrate proficiency in English communication both verbal and written.
  • Exhibit strong problem-solving skills and the ability to work independently.
  • Show experience in using helpdesk software and CRM systems.
  • Display a customer-centric mindset with a focus on delivering high-quality service.
  • Have a proven track record of meeting or exceeding performance targets.
  • Be adaptable to a hybrid work model and comfortable with day shifts.

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