SPE-CX-Multi Channel Helpdesk

Job Summary

The SPE-CX-Multi Channel Helpdesk role requires a professional with 3 to 5 years of experience in providing exceptional customer support in a hybrid work model. The candidate must possess strong English communication skills and have domain expertise in the Hi-Tech industry. This position involves handling multi-channel customer inquiries during day shifts ensuring a seamless customer experience.

Responsibilities

• Provide exceptional customer support through various communication channels ensuring timely and effective resolution of inquiries.
• Collaborate with team members to enhance the overall customer experience and maintain high satisfaction levels.
• Utilize technical skills to troubleshoot and resolve customer issues related to Hi-Tech products and services.
• Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
• Analyze customer feedback to identify trends and suggest improvements to enhance service quality.
• Participate in training sessions to stay updated on the latest Hi-Tech industry developments and product knowledge.
• Coordinate with internal departments to ensure customer issues are resolved efficiently and effectively.
• Monitor and report on key performance indicators to track progress and identify areas for improvement.
• Develop and implement strategies to improve customer engagement and loyalty.
• Ensure compliance with company policies and procedures while handling customer inquiries.
• Provide feedback to management on potential product improvements based on customer interactions.
• Support the development of knowledge base articles and FAQs to assist customers in self-service.
• Engage in continuous learning to improve personal and professional skills in customer service.

Qualifications

• Demonstrate proficiency in English communication both verbal and written to effectively interact with customers.
• Possess domain expertise in the Hi-Tech industry with a strong understanding of relevant products and services.
• Exhibit strong problem-solving skills to address and resolve customer issues efficiently.
• Show ability to work collaboratively in a team-oriented environment to achieve common goals.
• Display excellent organizational skills to manage multiple tasks and priorities effectively.
• Have a customer-centric mindset focusing on delivering exceptional service and satisfaction.
• Demonstrate adaptability to work in a hybrid model balancing remote and in-office responsibilities.