Explore HV Portfolio Careers

Discover exciting opportunities with HV-backed companies. Join our Talent Network to get personalized job alerts and stay updated on the latest roles across our portfolio.
Search 
jobs
Explore 
companies
Join talent network
Talent
My job alerts

SME-CX-Multi Channel Helpdesk

Matterway

Matterway

Madrid, Spain · Gurugram, Haryana, India
Posted on Mar 16, 2026
Apply now

Job Summary

Join our dynamic team as a Subject Matter Expert in Multi Channel Helpdesk where you will leverage your expertise in English communication to enhance customer experience. With a hybrid work model and rotational shifts you will play a crucial role in managing multi-channel interactions ensuring seamless communication across platforms. Your contribution will drive customer satisfaction and support our companys mission to deliver exceptional service.


Responsibilities

  • Manage and oversee multi-channel helpdesk operations to ensure efficient customer support across various platforms.
  • Provide expert guidance in English communication to enhance customer interactions and resolve inquiries effectively.
  • Collaborate with team members to develop strategies for improving customer experience through multi-channel support.
  • Utilize your knowledge in email marketing-tech to optimize communication strategies and enhance customer engagement.
  • Implement display advertising techniques to promote services and increase brand visibility across channels.
  • Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.
  • Ensure timely resolution of customer issues by coordinating with relevant departments and stakeholders.
  • Develop and maintain documentation for helpdesk processes to ensure consistency and quality in service delivery.
  • Train and mentor junior team members to enhance their skills and knowledge in multi-channel support.
  • Participate in regular team meetings to discuss progress challenges and opportunities for improvement.
  • Adapt to rotational shifts to provide consistent support and maintain service levels.
  • Contribute to the development of innovative solutions to enhance customer satisfaction and loyalty.
  • Support the companys mission by delivering exceptional service and positively impacting customer experience. Qualifications
  • Demonstrate proficiency in English communication to effectively manage customer interactions.
  • Possess experience in email marketing-tech to optimize communication strategies.
  • Have knowledge of display advertising techniques to enhance brand visibility.
  • Show adaptability to rotational shifts and hybrid work model.
  • Exhibit strong problem-solving skills to address customer inquiries efficiently.
  • Display ability to collaborate with team members and stakeholders for seamless operations.

    • Certifications Required

    Certified Customer Service Professional (CCSP) Email Marketing Certification

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000 associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    About us:
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

    Disclaimer:
    Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

    Apply now
    See more open positions at Matterway
    Privacy policyCookie policy