SME-CX-Multi Channel Helpdesk

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

Job Summary

This role as SME CX Multi Channel Helpdesk focuses on delivering consistent customer voice and customer service support through multiple channels in a work from office rotational shift model. The candidate will manage content management activities that enable accurate and timely responses ensuring exceptional experiences for customers and aligning with company goals in the hi tech environment while maintaining high service standards.

Responsibilities

• Manage multi channel helpdesk interactions by responding to customer inquiries across voice and digital touchpoints and ensuring each interaction is handled with clarity empathy and timely resolution


• Provide knowledgeable assistance for customer voice queries by interpreting feedback and concerns and translating them into meaningful actions that improve service quality and customer satisfaction


• Execute daily customer service tasks by handling tickets and requests in alignment with defined procedures and service level expectations to maintain reliable and consistent support for all customers


• Maintain accurate content management within helpdesk knowledge bases by updating articles responses and templates so that customer facing information remains current easy to understand and aligned with product and service changes


• Coordinate with cross functional teams such as product support operations and quality assurance to obtain precise information for resolving customer issues and to ensure the helpdesk acts as a reliable single point of contact


• Analyze recurring customer voice patterns and service issues by reviewing interaction histories and feedback and then proposing practical improvements that reduce repeat contacts and enhance overall experience


• Document each customer interaction within the helpdesk systems in a structured and detailed manner to enable traceability performance tracking and continuous improvement of workflows


• Adhere to rotational shift schedules and office based work expectations by managing time effectively and ensuring full coverage of helpdesk operations during assigned hours to support customers without service gaps


• Follow compliance guidelines data privacy rules and internal policies while handling customer information to protect confidential data and uphold the company reputation for responsible service


• Collaborate with team members by sharing insights about complex cases and new content requirements and by contributing to an environment of mutual support that strengthens collective performance


• Support small scale process enhancements by providing frontline observations on content accuracy response scripts and workflow steps so that process owners can implement changes that improve operational efficiency


• Contribute to the organization purpose by ensuring that every customer helpdesk interaction reinforces trust in company products and services and by enabling customers in the hi tech space to use solutions confidently and productively


• Engage in continuous learning by updating knowledge on product features tools and helpdesk practices so that responses remain relevant and customers receive guidance that reflects current capabilities

Qualifications

• Demonstrate practical experience in managing customer voice interactions and using feedback from calls and messages to refine responses and enhance the quality of customer engagement


• Apply strong customer service skills to handle inquiries complaints and requests with patience clarity and solution oriented thinking ensuring positive outcomes even in demanding situations


• Utilize content management capabilities to update and organize knowledge articles scripts and standard responses so that helpdesk teams access accurate information during live customer interactions


• Show familiarity with hi tech domain concepts by understanding basic product terminologies and usage scenarios which helps in explaining complex topics to customers in a simple and accessible manner


• Use helpdesk and ticketing tools effectively by logging cases categorizing issues and tracking resolutions to support transparent operations and allow data driven service performance assessments


• Communicate in a clear concise and inclusive manner through voice and written channels to ensure customers from diverse backgrounds understand guidance and feel respected during every interaction


• Display adaptability to rotational shifts and office based work by managing personal schedule and energy levels responsibly while maintaining consistent service quality during different time slots

Certifications Required

Certified Customer Service Professional or equivalent customer experience certification