Job Summary
Join our dynamic team as a Multi Channel Helpdesk professional where you will be responsible for providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel you will assist in optimizing customer interactions and enhancing satisfaction. This role offers rotational shifts and requires proficiency in English communication.
Responsibilities
- Provide comprehensive support to customers across multiple channels ensuring timely resolution of queries and issues.
- Utilize MS Excel to analyze data and generate reports that enhance customer service strategies.
- Collaborate with team members to develop and implement effective helpdesk procedures.
- Assist in managing search campaigns and email marketing initiatives to improve customer engagement.
- Monitor and evaluate customer feedback to identify areas for improvement in service delivery.
- Maintain accurate records of customer interactions and transactions using internal systems.
- Ensure adherence to company policies and standards in all customer communications.
- Participate in training sessions to stay updated on the latest helpdesk technologies and practices.
- Support the development of knowledge base articles to assist customers in self-service options.
- Contribute to team meetings and provide insights on improving helpdesk operations.
- Engage with customers in a professional manner demonstrating empathy and understanding.
- Work collaboratively with other departments to ensure seamless customer experiences.
- Adapt to rotational shifts to meet the needs of our diverse customer base.
Qualifications
- Demonstrate proficiency in MS Excel including data analysis and report generation.
- Possess strong communication skills in English both written and spoken.
- Have a basic understanding of search campaign management and email marketing techniques.
- Show willingness to learn and adapt to new technologies and processes.
- Exhibit problem-solving skills and attention to detail in customer interactions.
- Display a customer-centric approach with a focus on enhancing satisfaction.
- Be able to work effectively in a team-oriented environment.
Certifications Required
- Microsoft Office Specialist: Excel Certification
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