This role supports a multi channel helpdesk within a customer experience focused team in a global organization handling queries and operational tasks across email chat and ticketing tools. The qualified uses MS Excel to track performance prepare reports and maintain data accuracy while collaborating with marketing and operations teams. The position is based in office with rotational shifts and no travel required offering exposure to digital campaigns and social media initiatives.
Responsibilities
• Handle incoming customer and internal stakeholder queries across multiple channels such as email chat and ticketing tools to provide timely and accurate assistance in line with quality standards
• Document every interaction in the helpdesk system with clear concise and complete information to support accurate tracking and future reference
• Use MS Excel to maintain structured logs dashboards and trackers that capture request volumes response times and resolution outcomes for the helpdesk function
• Prepare routine and ad hoc Excel based reports that summarize helpdesk metrics and highlight trends issues and opportunities for operational improvement
• Collaborate with cross functional teams in marketing operations and technology to route complex requests and ensure that each query is resolved within agreed timelines
• Follow standard operating procedures knowledge articles and escalation paths to ensure consistent handling of issues and to minimize errors in service delivery
• Analyze recurring issues using data from Excel trackers to identify root causes and propose practical actions that enhance overall customer experience
• Assist in executing basic tasks related to search campaigns and social media initiatives such as tracking campaign requests logging approvals and monitoring status updates through structured sheets
• Support the implementation of process improvements by testing new templates updating trackers and documenting changes so that the help