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Cognizant
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SPE-CX-Multi Channel Helpdesk

SPE-CX-Multi Channel Helpdesk

Cognizant

2 years

3 - 5 Lacs

Bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

software channel sales channel interpersonal skills distributor sales business development retail sales distribution helpdesk sales marketing channel development technical support delivery management management channel management communication skills servicing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in delivery management within the Hi-Tech and Devices domain. With a hybrid work model and day shifts you will play a crucial role in enhancing customer experience and ensuring seamless operations. Your contributions will directly impact our companys success and societal advancement.

Responsibilities

Provide exceptional support across multiple channels to ensure customer satisfaction and efficient issue resolution.

Oversee the delivery management process ensuring timely and accurate service delivery to clients.

Collaborate with cross-functional teams to enhance service quality and operational efficiency.

Utilize technical expertise to troubleshoot and resolve complex issues within the Hi-Tech and Devices domain.

Implement best practices in service management to optimize helpdesk operations.

Analyze customer feedback to identify areas for improvement and drive continuous enhancement.

Develop and maintain comprehensive documentation for helpdesk processes and procedures.

Coordinate with stakeholders to align helpdesk services with business objectives and customer needs.

Monitor helpdesk performance metrics to ensure adherence to service level agreements.

Facilitate training sessions for team members to enhance their technical and customer service skills.

Engage in proactive communication with clients to manage expectations and build strong relationships.

Support the integration of new technologies to improve helpdesk capabilities and customer experience.

Contribute to the development of innovative solutions to address emerging customer needs.

Qualifications

Possess a strong background in delivery management with a focus on Hi-Tech and Devices.

Demonstrate excellent problem-solving skills and the ability to work under pressure.

Exhibit strong communication and interpersonal skills to effectively interact with clients and team members.

Have a keen attention to detail and a commitment to delivering high-quality service.

Show proficiency in using helpdesk software and tools to manage customer inquiries.

Display a proactive approach to identifying and addressing potential issues before they escalate.

Maintain a customer-centric mindset prioritizing the needs and satisfaction of clients.

Certifications Required

ITIL Foundation Certification or equivalent in service management.

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SPE-CX-Multi Channel Helpdesk