**Job Summary** 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 companys 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 companys mission by delivering exceptional service and positively impacting customer experience. Qualifications + 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 Qualified (CCSP) Email Marketing Certification Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

📌 SME-CX-Multi Channel Helpdesk (Gurugram)
🏢 Cognizant
📍 Gurugram