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Cognizant
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SPE-CX-Multi Channel Helpdesk

SPE-CX-Multi Channel Helpdesk

Cognizant

0 years

0 Lacs

hyderabad telangana

Posted:3 weeks ago| Platform: SimplyHired logo

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Skills Required

customer service english organizational skills communication skills

Work Mode

On-site

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 customer experience to provide top-notch support across various communication channels. With a focus on delivering exceptional service you will play a crucial role in enhancing customer satisfaction and ensuring seamless interactions. This hybrid role offers the flexibility of rotational shifts allowing you to balance work and personal commitments effectively.

Responsibilities

Provide exceptional customer support across multiple channels including phone email and chat to ensure customer satisfaction and issue resolution.
Collaborate with team members to address complex customer inquiries and provide timely solutions.
Utilize strong English communication skills to effectively interact with customers and understand their needs.
Maintain accurate records of customer interactions and transactions to ensure data integrity and service quality.
Monitor and respond to customer feedback to continuously improve service delivery and customer experience.
Implement best practices in customer service to enhance the efficiency and effectiveness of the helpdesk operations.
Assist in developing and updating helpdesk documentation and training materials to support team knowledge sharing.
Participate in regular team meetings and training sessions to stay updated on product knowledge and service protocols.
Analyze customer issues to identify trends and recommend improvements to prevent future occurrences.
Ensure adherence to company policies and procedures while handling customer interactions.
Support the implementation of new tools and technologies to enhance helpdesk capabilities and customer service.
Contribute to the achievement of team goals and objectives by actively participating in team initiatives.
Maintain a positive and professional demeanor while handling customer inquiries and resolving issues.

Qualifications

Demonstrate proficiency in English communication both verbal and written to effectively support customer interactions.
Possess strong problem-solving skills to address customer issues and provide effective solutions.
Exhibit excellent organizational skills to manage multiple tasks and prioritize customer requests efficiently.
Show adaptability to work in a hybrid model with rotational shifts ensuring flexibility in work schedule.
Display a customer-centric mindset with a focus on delivering high-quality service and enhancing customer satisfaction.
Have experience in using helpdesk software and tools to manage customer interactions and track issues.
Demonstrate the ability to work collaboratively in a team environment to achieve common goals.

Certifications Required

N\A

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SPE-CX-Multi Channel Helpdesk