SME-CX-Multi Channel Helpdesk

About the Position

SME-CX-Multi Channel Helpdesk

Join our dynamic team as a Subject Matter Expert in Multi Channel Helpdesk where you will leverage your expertise in English communication to enhance customer experience. With a hybrid work model and rotational shifts you will play a crucial role in managing multi-channel interactions ensuring seamless communication across platforms. Your contribution will drive customer satisfaction and support our company's mission to deliver exceptional service.

Responsibilities

• Manage and oversee multi-channel helpdesk operations to ensure efficient customer support across various platforms.
• Provide expert guidance in English communication to enhance customer interactions and resolve inquiries effectively.
• Collaborate with team members to develop strategies for improving customer experience through multi-channel support.
• Utilize your knowledge in email marketing-tech to optimize communication strategies and enhance customer engagement.
• Implement display advertising techniques to promote services and increase brand visibility across channels.
• Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.
• Ensure timely resolution of customer issues by coordinating with relevant departments and stakeholders.
• Develop and maintain documentation for helpdesk processes to ensure consistency and quality in service delivery.
• Train and mentor junior team members to enhance their skills and knowledge in multi-channel support.
• Participate in regular team meetings to discuss progress, challenges, and opportunities for improvement.
• Adapt to rotational shifts to provide consistent support and maintain service levels.
• Contribute to the development of innovative solutions to enhance customer satisfaction and loyalty.
• Support the company's mission by delivering exceptional service and positively impacting customer experience.

Requirements

• Demonstrate proficiency in English communication to effectively manage customer interactions.
• Possess experience in email marketing-tech to optimize communication strategies.
• Have knowledge of display advertising techniques to enhance brand visibility.
• Show adaptability to rotational shifts and hybrid work model.
• Exhibit strong problem-solving skills to address customer inquiries efficiently.
• Display ability to collaborate with team members and stakeholders for seamless operations.

Certifications Required

• Certified Customer Service Professional (CCSP)
• Email Marketing Certification

We Offer

• Competitive compensation
• Comprehensive benefits program
• Opportunities for professional growth and development
• Flexible working arrangements

About the Company

Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

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.

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Benefits that help you thrive and grow

Our benefits program is built with you in mind-so you can enjoy a fulfilling, balanced, and healthy life.

Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counseling, our Mental Health Allyship program, and more.

Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities to explore new technologies, industries, and locations-and build the skills you need to grow your career.

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

Step 4: Decision time

Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.