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