This role supports a multi channel helpdesk focused on customer experience by managing data in MS Excel coordinating search campaign and email marketing requests and resolving queries from internal stakeholders. The position is office based with rotational shifts and suits early career talent eager to build strong analytical and communication skills.
Responsibilities
Handle daily multi channel helpdesk tickets by logging tracking and updating requests to ensure timely closure and consistent customer experience
Respond to internal stakeholder queries through phone chat and email in a explicit and courteous manner to maintain high satisfaction levels
Use MS Excel to capture organize and validate operational data so that reports and dashboards remain accurate and up to date
Prepare recurring Excel based reports on ticket trends service metrics and volume patterns to help teams understand performance
Analyze ticket data in Excel to identify recurring issues and improvement opportunities that support better process efficiency
Collaborate with search and email marketing teams by documenting campaign requirements and translating them into structured request forms
Coordinate basic updates for search campaigns and email sends by following documented procedures and escalating non standard requests to specialists
Verify execution status of search and email activities by cross checking logs and confirmations so stakeholders receive timely progress updates
Participate in knowledge base maintenance by documenting solutions frequently asked questions and standard operating steps for helpdesk processes
Follow defined quality guidelines information security practices and company policies while handling customer and campaign related data
Adapt to rotational shifts by planning workload handovers clearly so service continuity and response times remain consistent across all hours
Support continuous improvement efforts by sharing insights from daily operations and suggesting