Cognizant is seeking a Subject Matter Expert to join our dynamic team. You will leverage your expertise in English communication to enhance customer experience within our Multi Channel Helpdesk operations, playing a crucial role in managing interactions across platforms. This role operates on a hybrid work model with rotational shifts.
What You'll Do
- Manage and oversee multi-channel helpdesk operations to ensure efficient customer support.
- Provide expert guidance in English communication to enhance customer interactions and resolve inquiries.
- 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.
- Monitor and analyze customer feedback to identify areas for improvement.
- Ensure timely resolution of customer issues by coordinating with relevant departments.
- Develop and maintain documentation for helpdesk processes to ensure consistency and quality.
- Train and mentor junior team members to enhance their skills in multi-channel support.
- Participate in regular team meetings to discuss progress, challenges, and opportunities.
- Adapt to rotational shifts to provide consistent support and maintain service levels.
- Contribute to the development of innovative solutions to enhance customer satisfaction.
What We're Looking For
- Demonstrated proficiency in English communication to effectively manage customer interactions.
- Experience in email marketing-tech to optimize communication strategies.
- Knowledge of display advertising techniques to enhance brand visibility.
- Adaptability to rotational shifts and a hybrid work model.
- Strong problem-solving skills to address customer inquiries efficiently.
- Ability to collaborate with team members and stakeholders for seamless operations.
Technical Stack
- Email marketing-tech
- Display advertising techniques
Work Mode
This position follows a hybrid work model and requires availability for rotational shifts.
Cognizant is an equal opportunity employer.
