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PE-CX-Multi Channel Helpdesk

eine Gruppe von Frauen, die in einer Reihe sitzen


Job Summary

Join our dynamic team as a Multi Channel Helpdesk professional where youll be instrumental in providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel youll contribute to optimizing our service delivery and enhancing customer satisfaction. This role offers a rotational shift schedule and requires working from the office.


Responsibilities

  • Provide comprehensive support to customers across multiple channels ensuring timely resolution of inquiries and issues.
  • Utilize MS Excel to analyze data and generate reports that enhance decision-making processes and improve service delivery.
  • Collaborate with team members to develop strategies for optimizing customer interactions and improving overall satisfaction.
  • Implement best practices in search campaign management and email marketing to drive engagement and achieve business goals.
  • Monitor and evaluate customer feedback to identify areas for improvement and implement necessary changes.
  • Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
  • Assist in the development and execution of training programs to enhance team skills and knowledge.
  • Coordinate with other departments to ensure seamless service delivery and address any cross-functional issues.
  • Stay updated with industry trends and advancements to continuously improve service offerings and customer experience.
  • Contribute to the creation of marketing materials and campaigns that align with company objectives and customer needs.
  • Support the implementation of new technologies and systems to streamline operations and enhance efficiency.
  • Participate in regular team meetings to discuss progress challenges and opportunities for improvement.
  • Ensure compliance with company policies and procedures in all customer interactions and service delivery. Qualifications
  • Demonstrate proficiency in MS Excel with the ability to perform complex data analysis and reporting.
  • Possess knowledge of search campaign management and email marketing techniques with a focus on driving engagement.
  • Exhibit strong communication skills both verbal and written to effectively interact with customers and team members.
  • Show adaptability to rotational shifts and a work-from-office model ensuring consistent availability for customer support.
  • Display problem-solving skills and the ability to think critically to resolve customer issues efficiently.
  • Have a keen eye for detail and accuracy in maintaining records and generating reports.
  • Demonstrate a proactive approach to learning and staying updated with industry trends and technologies.

    • Certifications Required

    Microsoft Excel Certification Google Ads Certification

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000+ associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    About us:
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

    Disclaimer:
    Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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