Job Summary
The SPE-CX Multi Channel Helpdesk role plays a key part in delivering high-quality customer support across multiple communication channels in a hybrid work environment. The position requires working in rotational shifts and involves providing technical and customer support within the online and hi-tech sectors. Candidates with strong advanced Excel skills and excellent English communication abilities will contribute to improving customer experience and operational efficiency. This role does not require travel.
- Job Location: Hyderabad, India
- Job Category: Technology & Engineering
- Work Model: Hybrid
Key Responsibilities
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Handle and resolve customer inquiries across multiple communication channels efficiently to ensure customer satisfaction.
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Use advanced Excel tools to analyze operational data and prepare reports that support business decision-making.
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Communicate clearly and professionally in English while interacting with customers and internal stakeholders.
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Work closely with cross-functional teams to enhance service delivery and improve overall customer experience.
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Implement process improvements to streamline workflows and reduce response and resolution times.
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Monitor customer feedback and identify areas for service improvement, implementing necessary corrective actions.
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Provide technical assistance and guidance to customers, ensuring quick and effective problem resolution.
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Stay updated with the latest industry trends and technologies to deliver modern support solutions.
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Adapt to rotational work shifts to ensure uninterrupted service coverage and meet service level agreements.
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Create training resources and conduct sessions to improve team skills and knowledge.
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Ensure compliance with company policies while managing customer data and interactions.
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Contribute innovative ideas that strengthen the company’s reputation in the hi-tech industry.
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Promote a positive and collaborative work culture focused on continuous improvement.
Qualifications
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Strong proficiency in Advanced Excel for data analysis and reporting.
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Excellent written and verbal English communication skills.
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Experience in the online or digital customer service environment.
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Knowledge of the hi-tech industry and emerging technologies.
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Flexibility to work in rotational shifts based on business requirements.
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Strong problem-solving and troubleshooting skills to handle complex customer issues.
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Ability to learn quickly and adapt to new tools and processes in a fast-paced environment.
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Proactive mindset with a willingness to continuously develop professional skills.
About the Cognizant Community
Cognizant is built on a strong and supportive community of talented professionals who value collaboration and mutual respect. Cognizant fosters an energetic, inclusive, and collaborative workplace where individuals are empowered to grow and succeed.
With a global workforce of more than 300,000 associates, Cognizant continues to drive innovation and deliver impactful solutions worldwide. Cognizant does not only imagine better ways of working and living Cognizant actively brings those ideas to life.
Cognizant is committed to caring for its people, clients, communities, and the environment by consistently doing what is right. The company promotes a culture of innovation where professionals can create meaningful career paths and achieve long-term growth.
About Cognizant
Cognizant is one of the world’s leading professional services companies, helping organizations transform their business, operational, and technology models for the digital age. Through a unique industry-focused and consultative approach, Cognizant enables clients to envision, build, and operate more innovative and efficient businesses.
Headquartered in the United States, Cognizant is a member of the NASDAQ-100 and has been recognized as one of Forbes World’s Best Employers 2025. The company is consistently ranked among the most admired organizations globally. More information about how Cognizant helps businesses lead in the digital era can be found at www.cognizant.com.
Equal Opportunity Employer
Cognizant is an equal opportunity employer. All applications and employment decisions are made without regard to race, color, gender, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
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