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PE-CX-Multi Channel Helpdesk

JD 3


Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will play a crucial role in providing exceptional customer support across various channels. With a focus on utilizing your MS Excel skills you will assist in managing search campaigns and email marketing initiatives. This role offers a rotational shift schedule and requires working from our office ensuring a collaborative environment.


Responsibilities

  • Provide outstanding customer support through multiple communication channels ensuring timely and effective resolution of inquiries and issues.
  • Utilize MS Excel to analyze and report on customer interactions identifying trends and areas for improvement.
  • Assist in the management of search campaigns leveraging your knowledge of SEO and SEM to optimize performance.
  • Support email marketing efforts by coordinating with the marketing team to execute campaigns and track results.
  • Collaborate with cross-functional teams to enhance the customer experience and streamline support processes.
  • Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
  • Participate in training sessions and workshops to stay updated on industry trends and best practices.
  • Contribute to the development of helpdesk policies and procedures to improve service delivery.
  • Monitor and evaluate customer feedback to identify opportunities for service enhancement.
  • Work closely with team members to share insights and strategies for improving customer satisfaction.
  • Ensure compliance with company policies and regulatory requirements in all customer interactions.
  • Provide input on system improvements and enhancements to better serve our customers.
  • Engage in continuous learning to expand your knowledge of our products and services. Qualifications
  • Possess strong proficiency in MS Excel for data analysis and reporting.
  • Have a basic understanding of search campaign management including SEO and SEM principles.
  • Demonstrate familiarity with email marketing techniques and tools.
  • Exhibit excellent communication and interpersonal skills.
  • Show a willingness to work in a rotational shift schedule.
  • Display a proactive approach to problem-solving and customer service.
  • Be adaptable to a fast-paced and dynamic work environment.

  • Certifications Required

  • Microsoft Office Specialist: Excel 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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