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Cognizant
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TL-CX-Multi Channel Helpdesk

TL-CX-Multi Channel Helpdesk

Cognizant

2 - 6 years

0 Lacs

hyderabad telangana

Posted:1 week ago| Platform: Shine logo

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Skills Required

ms excel online marketing data analysis team collaboration training english communication helpdesk metrics monitoring compliance with company policies industry trends innovative solutions

Work Mode

On-site

Job Type

Full Time

Job Description

As a Multi Channel Helpdesk Specialist, you play a crucial role in ensuring seamless customer support across various platforms. Your responsibilities include managing helpdesk operations, analyzing data using MS Excel, effectively communicating in English, collaborating with team members to enhance customer satisfaction, and implementing online marketing strategies. You also monitor helpdesk metrics, provide training to junior team members, and ensure compliance with company policies. Additionally, you need to adapt to a hybrid work model and night shift schedules, stay updated with industry trends, and contribute to innovative solutions for improved customer engagement and satisfaction. Key Responsibilities: - Manage multi-channel helpdesk operations to ensure seamless customer support. - Utilize MS Excel for data analysis and reporting. - Communicate effectively in English to address customer inquiries. - Collaborate with team members to enhance customer satisfaction. - Implement best practices in online and digital marketing for helpdesk optimization. - Monitor helpdesk metrics and implement corrective actions for improvement. - Provide training and guidance to junior team members. - Coordinate with cross-functional teams to align helpdesk operations with business objectives. - Adapt to a hybrid work model and balance remote and in-office tasks efficiently. - Ensure compliance with company policies while delivering exceptional service. - Stay updated with industry trends and technologies for enhanced helpdesk capabilities. - Contribute to the development of innovative solutions for improved customer engagement. - Support night shift operations to maintain availability and responsiveness during peak hours. Qualifications: - Proficiency in MS Excel for data analysis and reporting. - Strong English communication skills for effective customer interaction. - Knowledge of online and digital marketing strategies for helpdesk enhancement. - Adaptability to hybrid work environments and night shift schedules. - Problem-solving skills to address customer issues efficiently. - Proactive approach to learning and applying new technologies. - Customer-centric mindset to drive service excellence.,

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TL-CX-Multi Channel Helpdesk