Job Summary
The role of PE-CX-Multi Channel Helpdesk involves providing exceptional customer support across multiple channels while leveraging technical expertise in MS Excel. The candidate will work in a rotational shift model from the office ensuring seamless operations and customer satisfaction.
Responsibilities
- Handle customer inquiries across multiple channels including email chat and phone ensuring timely and accurate responses
- Provide technical support and troubleshooting assistance to resolve customer issues effectively
- Utilize MS Excel to analyze data create reports and maintain accurate records of customer interactions
- Collaborate with team members to improve processes and enhance customer experience
- Maintain a high level of professionalism and empathy while addressing customer concerns
- Ensure adherence to company policies and procedures while managing customer interactions
- Monitor and track customer feedback to identify areas for improvement and recommend actionable solutions
- Support the implementation of new tools and technologies to optimize helpdesk operations
- Conduct regular follow-ups with customers to ensure resolution and satisfaction
- Participate in training sessions to stay updated on product knowledge and customer service best practices
- Assist in creating and updating documentation related to helpdesk processes and FAQs
- Work closely with cross-functional teams to address complex customer issues and provide seamless support
- Contribute to the overall success of the helpdesk team by meeting performance metrics and goals. Qualifications
- Demonstrate proficiency in MS Excel including data analysis pivot tables and report generation
- Possess excellent communication skills to interact effectively with customers and team members
- Exhibit strong problem-solving abilities to address customer concerns efficiently
- Show adaptability to work in a rotational shift model and handle dynamic work environments
- Display attention to detail to ensure accuracy in customer records and reports
- Have a customer-centric mindset to prioritize customer satisfaction and build positive relationships
- Possess basic knowledge of helpdesk operations and tools to support day-to-day activities.
Certifications Required
Microsoft Office Specialist Certification in Excel
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
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.
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] for roles based in the Americas or [email protected] for roles based in India.
