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Cognizant
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PE-CX-Multi Channel Helpdesk

PE-CX-Multi Channel Helpdesk

Cognizant

0 years

3 - 4 Lacs

hyderābād

Posted:1 week ago| Platform: GlassDoor logo

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Skills Required

support model communication resolve analyze service development training report metrics compliance regulations collaborative software

Work Mode

On-site

Job Type

Part Time

Job Description

Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will be at the forefront of providing exceptional customer support in the Hi-Tech industry. With a hybrid work model and day shifts you will leverage your English speaking skills to assist clients effectively. This role offers an opportunity to grow your career in a supportive environment while making a significant impact on customer satisfaction.

Responsibilities

Provide exceptional customer support through various communication channels ensuring timely and accurate responses to inquiries.
Utilize your English speaking skills to communicate effectively with clients enhancing their overall experience.
Collaborate with team members to resolve complex technical issues ensuring customer satisfaction and retention.
Document and track customer interactions maintaining detailed records for future reference and analysis.
Analyze customer feedback to identify trends and recommend improvements to enhance service quality.
Assist in the development and implementation of helpdesk procedures and best practices to optimize efficiency.
Participate in training sessions to stay updated on the latest industry trends and technologies.
Contribute to the creation of knowledge base articles and FAQs to empower customers with self-service options.
Support the team in achieving performance targets and service level agreements.
Engage with customers to understand their needs and provide personalized solutions.
Monitor and report on helpdesk performance metrics to identify areas for improvement.
Ensure compliance with company policies and industry regulations in all customer interactions.
Foster a positive and collaborative team environment contributing to a culture of continuous improvement.

Qualifications

Possess strong English speaking skills essential for effective communication with clients.
Demonstrate a basic understanding of the Hi-Tech industry with a willingness to learn and adapt.
Exhibit excellent problem-solving abilities with a focus on delivering customer-centric solutions.
Show proficiency in using helpdesk software and tools with the ability to quickly learn new systems.
Display strong organizational skills with the capability to manage multiple tasks simultaneously.
Have a customer-oriented mindset with a passion for providing outstanding service.

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