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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 Specialist where you will play a crucial role in providing exceptional customer support across various channels. With a focus on technical proficiency in MS Excel you will assist in optimizing our helpdesk operations. This role offers a unique opportunity to contribute to the companys growth and enhance customer satisfaction.


Responsibilities

  • Provide comprehensive support to customers through multiple communication channels ensuring timely and effective resolution of inquiries.
  • Utilize MS Excel to analyze data and generate reports that enhance helpdesk efficiency and customer service quality.
  • Collaborate with team members to identify and implement process improvements that streamline helpdesk operations.
  • Assist in the development and execution of strategies to improve customer engagement and satisfaction.
  • Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
  • Monitor and respond to customer feedback using insights to drive continuous improvement in service delivery.
  • Support the integration of display advertising and email marketing techniques to enhance customer communication.
  • Participate in training sessions to stay updated on the latest helpdesk technologies and best practices.
  • Contribute to the creation of knowledge base articles and FAQs to empower customers with self-service options.
  • Ensure compliance with company policies and industry regulations in all customer interactions.
  • Work collaboratively with cross-functional teams to address complex customer issues and deliver solutions.
  • Provide input on product and service enhancements based on customer feedback and market trends.
  • Adapt to rotational shifts to ensure consistent support coverage and meet customer needs. Qualifications
  • Demonstrate proficiency in MS Excel with the ability to perform data analysis and create detailed reports.
  • Possess knowledge of display advertising and email marketing techniques enhancing customer communication strategies.
  • Exhibit strong problem-solving skills and the ability to work effectively in a fast-paced environment.
  • Show excellent communication skills both written and verbal to interact with customers and team members.
  • Display a customer-centric mindset focusing on delivering exceptional service and support.
  • Demonstrate adaptability to rotational shifts ensuring consistent availability for customer support.
  • Have a keen eye for detail ensuring accuracy in data management and customer interactions.

    • 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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