PE-CX-Multi Channel Helpdesk

Cognizant; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Cognizant in Hyderabad, India is seeking an early-career operations analyst to support a multi-channel helpdesk focused on customer experience. You will manage data in MS Excel, coordinate search campaigns and email marketing requests, and resolve queries from internal stakeholders.

The role is office-based with rotational shifts and emphasizes analytical and communication skills. The position suits someone eager to build strong analytical and communication abilities while contributing to

Qualifications

• Educational background in any discipline with interest in operations, customer support or digital marketing services.
• Hands-on MS Excel proficiency including data entry sorting filtering and basic templates for reporting.
• Attention to detail when handling large data sets and campaign parameters to ensure reliable outputs.
• Clear written and spoken communication to explain issues and document steps simply.
• Willingness to learn fundamentals of search campaign management and email marketing concepts.

Responsibilities

• Handle daily multi-channel helpdesk tickets by logging, tracking and updating requests for timely closure.
• Respond to internal stakeholder queries via phone, chat and email with courteous, clear communication.
• Use MS Excel to capture, organize and validate operational data for accurate reports and dashboards.
• Prepare recurring Excel-based reports on ticket trends, service metrics and volume patterns.
• Analyze ticket data in Excel to identify recurring issues and improvement opportunities.
• Collaborate with search and email marketing teams by documenting campaign requirements into structured forms.
• Coordinate updates for search campaigns and email sends following documented procedures.
• Verify execution status of search and email activities by cross-checking logs and confirmations.
• Participate in knowledge base maintenance with frequently asked questions and SOPs.
• Follow quality guidelines, information security practices and company policies when handling data.
• Adapt to rotational shifts by planning workload handovers to ensure continuity across hours.
• Support continuous improvement by sharing insights and suggesting workflow enhancements.
• Engage with peers and supervisors in reviews to discuss performance and actions aligned with goals.

Skills

MS Excel

Data entry

Reporting templates

Data sorting

Attention to detail

Communication

Campaign basics

Education

Any discipline

Tools

MS Excel

Job description

Job Summary

This role supports a multi channel helpdesk focused on customer experience by managing data in MS Excel coordinating search campaign and email marketing requests and resolving queries from internal stakeholders. The position is office based with rotational shifts and suits early career talent eager to build strong analytical and communication skills.

Job Summary

This role supports a multi channel helpdesk focused on customer experience by managing data in MS Excel coordinating search campaign and email marketing requests and resolving queries from internal stakeholders. The position is office based with rotational shifts and suits early career talent eager to build strong analytical and communication skills.

Responsibilities

• Handle daily multi channel helpdesk tickets by logging tracking and updating requests to ensure timely closure and consistent customer experience
• Respond to internal stakeholder queries through phone chat and email in a clear and courteous manner to maintain high satisfaction levels
• Use MS Excel to capture organize and validate operational data so that reports and dashboards remain accurate and up to date
• Prepare recurring Excel based reports on ticket trends service metrics and volume patterns to help teams understand performance
• Analyze ticket data in Excel to identify recurring issues and improvement opportunities that support better process efficiency
• Collaborate with search and email marketing teams by documenting campaign requirements and translating them into structured request forms
• Coordinate basic updates for search campaigns and email sends by following documented procedures and escalating non standard requests to specialists
• Verify execution status of search and email activities by cross checking logs and confirmations so stakeholders receive timely progress updates
• Participate in knowledge base maintenance by documenting solutions frequently asked questions and standard operating steps for helpdesk processes
• Follow defined quality guidelines information security practices and company policies while handling customer and campaign related data
• Adapt to rotational shifts by planning workload handovers clearly so service continuity and response times remain consistent across all hours
• Support continuous improvement efforts by sharing insights from daily operations and suggesting practical enhancements to workflows tools or templates
• Engage with peers and supervisors in regular review meetings to discuss performance tickets at risk and actions that align with company goals and customer needs

Qualifications

• Meet basic educational requirements in any discipline with strong interest in operations customer support or digital marketing services
• Demonstrate hands on proficiency in MS Excel including data entry sorting filtering basic formulas and creation of structured templates for reporting
• Apply attention to detail when working with large data sets or campaign parameters so errors are minimized and outputs remain reliable
• Communicate clearly in spoken and written form with the ability to explain issues summarize requests and document steps in simple language
• Show willingness to learn fundamentals of search campaign management and email marketing concepts to better support specialized teams
• Exhibit comfort working in office based rotational shifts with the flexibility to manage changing priorities and time sensitive requests
• Display problem solving mindset by breaking down issues identifying root causes and knowing when to upscale to senior colleagues for resolution

Certifications Required

Any recognized certification in MS Excel or spreadsheet analytics Microsoft Office Specialist Excel preferred