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PE-CX-Multi Channel Helpdesk

Cognizant

2 - 5 years

Hyderabad

Posted: 27/08/2025

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Job Description



Job Summary

Join our dynamic team as a Multi Channel Helpdesk professional where you will be responsible for providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel you will assist in optimizing customer interactions and enhancing satisfaction. This role offers rotational shifts and requires proficiency in English communication.


Responsibilities

  • Provide comprehensive support to customers across multiple channels ensuring timely resolution of queries and issues.
  • Utilize MS Excel to analyze data and generate reports that enhance customer service strategies.
  • Collaborate with team members to develop and implement effective helpdesk procedures.
  • Assist in managing search campaigns and email marketing initiatives to improve customer engagement.
  • Monitor and evaluate customer feedback to identify areas for improvement in service delivery.
  • Maintain accurate records of customer interactions and transactions using internal systems.
  • Ensure adherence to company policies and standards in all customer communications.
  • Participate in training sessions to stay updated on the latest helpdesk technologies and practices.
  • Support the development of knowledge base articles to assist customers in self-service options.
  • Contribute to team meetings and provide insights on improving helpdesk operations.
  • Engage with customers in a professional manner demonstrating empathy and understanding.
  • Work collaboratively with other departments to ensure seamless customer experiences.
  • Adapt to rotational shifts to meet the needs of our diverse customer base.

    • Qualifications

  • Demonstrate proficiency in MS Excel including data analysis and report generation.
  • Possess strong communication skills in English both written and spoken.
  • Have a basic understanding of search campaign management and email marketing techniques.
  • Show willingness to learn and adapt to new technologies and processes.
  • Exhibit problem-solving skills and attention to detail in customer interactions.
  • Display a customer-centric approach with a focus on enhancing satisfaction.
  • Be able to work effectively in a team-oriented environment.

    • Certifications Required

  • Microsoft Office Specialist: Excel Certification

    • About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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