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PE-CX-Multi Channel Helpdesk

Matterway

Matterway

Madrid, Spain · Gurugram, Haryana, India
Posted on Mar 16, 2026
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Job Summary

Join our dynamic team as a Multi Channel Helpdesk professional where you will play a crucial role in providing exceptional customer support across various channels. With a focus on technical expertise in MS Excel you will contribute to enhancing customer satisfaction and operational efficiency. This role offers a rotational shift work model providing a diverse and engaging work environment.


Responsibilities

  • Provide timely and effective support to customers across multiple channels ensuring high levels of satisfaction and resolution.
  • Utilize technical skills in MS Excel to analyze data and generate insightful reports that aid in decision-making processes.
  • Collaborate with team members to identify and implement process improvements that enhance service delivery.
  • Maintain accurate records of customer interactions and transactions ensuring data integrity and accessibility.
  • Assist in the development and execution of strategies to optimize customer engagement and retention.
  • Monitor and respond to customer inquiries promptly ensuring a seamless and positive experience.
  • Coordinate with internal departments to resolve complex issues and provide comprehensive solutions.
  • Participate in training sessions to stay updated on industry trends and best practices.
  • Contribute to the creation of knowledge base articles and FAQs to support self-service initiatives.
  • Support marketing efforts by providing insights and feedback from customer interactions.
  • Engage in continuous learning to enhance skills and knowledge relevant to the role.
  • Foster a collaborative and supportive work environment that encourages innovation and growth.
  • Ensure compliance with company policies and procedures while delivering exceptional service.

    • Qualifications

  • Demonstrate proficiency in MS Excel with the ability to perform data analysis and reporting effectively.
  • Possess a basic understanding of Display Advertising and Email Marketing-Tech which is advantageous.
  • Exhibit strong communication skills both verbal and written to interact effectively with customers and team members.
  • Show adaptability to rotational shifts ensuring flexibility in work hours to meet business needs.
  • Display problem-solving skills and a proactive approach to addressing customer concerns.
  • Maintain a customer-centric mindset prioritizing customer satisfaction and service excellence.
  • Demonstrate a willingness to learn and grow within the role contributing to personal and professional development.

    • Certifications Required

  • Microsoft Office Specialist: Excel 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
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