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SPE-CX-Multi Channel Helpdesk

SPE-CX-Multi Channel Helpdesk

Cognizant

2 - 3 years

3 - 5 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

verbal communication channel customer interaction operational efficiency helpdesk customer support operations customer satisfaction continuous improvement service delivery performance metrics customer loyalty writing communication skills customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

Join our team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in English communication and Hi-Tech domain knowledge to provide exceptional customer support. With a hybrid work model and day shifts you will play a crucial role in enhancing customer satisfaction and driving operational efficiency. Your contributions will directly impact our companys success and customer loyalty.

Responsibilities

Provide comprehensive support to customers through multiple channels ensuring timely and effective resolution of inquiries and issues.

Utilize your strong English communication skills to engage with customers and deliver clear and concise information.

Collaborate with cross-functional teams to address complex technical problems and enhance customer experience.

Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.

Analyze customer feedback to identify trends and recommend improvements to service delivery.

Assist in the development and implementation of helpdesk policies and procedures to optimize efficiency.

Monitor helpdesk performance metrics and prepare reports to inform management decisions.

Stay updated with the latest industry trends and technologies to provide informed support and recommendations.

Conduct training sessions for new team members sharing best practices and knowledge.

Ensure compliance with company standards and regulations in all customer interactions.

Contribute to the continuous improvement of helpdesk operations by suggesting innovative solutions.

Foster a positive and collaborative team environment to achieve common goals.

Support the companys mission by delivering exceptional service that enhances customer satisfaction and loyalty.

Qualifications

Possess a minimum of 2 years of experience in a customer support role within the Hi-Tech industry.

Demonstrate proficiency in English communication both verbal and written to effectively interact with customers.

Exhibit strong problem-solving skills and the ability to work independently in a fast-paced environment.

Show familiarity with helpdesk software and tools to efficiently manage customer inquiries.

Display excellent organizational skills and attention to detail in maintaining accurate records.

Have a customer-centric mindset with a focus on delivering high-quality service.

Be adaptable to changing priorities and able to handle multiple tasks simultaneously.

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Teaneck New Jersey

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