Multichannel CX Helpdesk Specialist

Cognizant; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Cognizant is seeking an SME CX Multi Channel Helpdesk to deliver consistent customer voice and service across multiple channels in a work from office rotational shift model. You will manage content management activities to enable accurate responses, ensuring exceptional customer experiences in a hi-tech environment while upholding high service standards.

The role requires handling inquiries via voice and digital touchpoints, updating knowledge bases, and collaborating with cross-functional teams

Qualifications

• Experience handling customer voice interactions and feedback.
• Strong customer service skills to handle inquiries with patience.
• Update and organize knowledge articles for live interactions.
• Familiarity with hi tech terminology to explain topics clearly.
• Log cases and track resolutions with ticketing tools.
• Clear, inclusive communication across channels.
• Adaptability to rotational shifts and office work.

Responsibilities

• Manage multi-channel helpdesk interactions across voice and digital touchpoints.
• Provide knowledgeable assistance interpreting feedback into actions that improve service quality.
• Handle tickets and requests per defined procedures and SLAs.
• Maintain content management within helpdesk knowledge bases to keep information current.
• Coordinate with product, operations, and QA for accurate info.
• Analyze recurring issues and propose improvements to reduce repeat contacts.
• Document each interaction for traceability and metrics.
• Adhere to rotational shift schedules and office-based work expectations.
• Follow data privacy rules and internal policies.
• Collaborate with team to share insights and support content updates.
• Support process improvements with frontline observations and workflow updates.
• Contribute to organizational trust and product guidance in hi tech space.
• Engage in continuous learning on product features and helpdesk practices.

Skills

Customer service

Communication

Content management

Ticketing tools

Cross-functional

Job description

Cognizant is seeking an SME CX Multi Channel Helpdesk to deliver consistent customer voice and service across multiple channels in a work from office rotational shift model. You will manage content management activities to enable accurate responses, ensuring exceptional customer experiences in a hi-tech environment while upholding high service standards.

The role requires handling inquiries via voice and digital touchpoints, updating knowledge bases, and collaborating with cross-functional teams