PE-CX-Multi Channel Helpdesk

5 days ago

Hyderabad, Telangana, India Cognizant Full time US$ 60,000 - US$ 1,20,000 per year

Job Summary
Join our dynamic team as a Multi Channel Helpdesk professional where you will be responsible for providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel you will assist in optimizing customer interactions and enhancing satisfaction. This role offers rotational shifts and requires proficiency in English communication.

Responsibilities

  • Provide comprehensive support to customers across multiple channels ensuring timely resolution of queries and issues.
  • Utilize MS Excel to analyze data and generate reports that enhance customer service strategies.
  • Collaborate with team members to develop and implement effective helpdesk procedures.
  • Assist in managing search campaigns and email marketing initiatives to improve customer engagement.
  • Monitor and evaluate customer feedback to identify areas for improvement in service delivery.
  • Maintain accurate records of customer interactions and transactions using internal systems.
  • Ensure adherence to company policies and standards in all customer communications.
  • Participate in training sessions to stay updated on the latest helpdesk technologies and practices.
  • Support the development of knowledge base articles to assist customers in self-service options.
  • Contribute to team meetings and provide insights on improving helpdesk operations.
  • Engage with customers in a professional manner demonstrating empathy and understanding.
  • Work collaboratively with other departments to ensure seamless customer experiences.
  • Adapt to rotational shifts to meet the needs of our diverse customer base.

Qualifications

  • Demonstrate proficiency in MS Excel including data analysis and report generation.
  • Possess strong communication skills in English both written and spoken.
  • Have a basic understanding of search campaign management and email marketing techniques.
  • Show willingness to learn and adapt to new technologies and processes.
  • Exhibit problem-solving skills and attention to detail in customer interactions.
  • Display a customer-centric approach with a focus on enhancing satisfaction.
  • Be able to work effectively in a team-oriented environment.

Certifications Required

  • Microsoft Office Specialist: Excel Certification

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