Job Summary The role of PE-CX-Multi Channel Helpdesk involves providing exceptional customer support across multiple channels while leveraging technical expertise in MS Excel. The candidate will work in a rotational shift model from the office ensuring seamless operations and customer satisfaction. Responsibilities Handle customer inquiries across multiple channels including email chat and phone ensuring timely and accurate responses Provide technical support and troubleshooting assistance to resolve customer issues effectively Utilize MS Excel to analyze data create reports and maintain accurate records of customer interactions Collaborate with team members to improve processes and enhance customer experience Maintain a high level of professionalism and empathy while addressing customer concerns Ensure adherence to company policies and procedures while managing customer interactions Monitor and track customer feedback to identify areas for improvement and recommend actionable solutions Support the implementation of new tools and technologies to optimize helpdesk operations Conduct regular follow-ups with customers to ensure resolution and satisfaction Participate in training sessions to stay updated on product knowledge and customer service best practices Assist in creating and updating documentation related to helpdesk processes and FAQs Work closely with cross-functional teams to address complex customer issues and provide seamless support Contribute to the overall success of the helpdesk team by meeting performance metrics and goals. Qualifications Demonstrate proficiency in MS Excel including data analysis pivot tables and report generation Possess excellent communication skills to interact effectively with customers and team members Exhibit strong problem-solving abilities to address customer concerns efficiently Show adaptability to work in a rotational shift model and handle dynamic work environments Display attention to detail to ensure accuracy in customer records and reports Have a customer-centric mindset to prioritize customer satisfaction and build positive relationships Possess basic knowledge of helpdesk operations and tools to support day-to-day activities. Certifications Required Microsoft Office Specialist Certification in Excel