SPE-CX-Multi Channel Helpdesk

Job Summary
This role focuses on providing multi channel customer support for a global client helpdesk using email chat and voice channels while working from office in rotational shifts with no travel requirements. The specialist will leverage advanced MS Excel skills to track requests generate reports and improve operational visibility while supporting digital marketing and advertising stakeholders in a structured corporate environment.
Responsibilities

• Handle incoming helpdesk requests across multiple channels including email chat and voice to ensure consistent and timely customer support experiences
• Respond to customer inquiries by analyzing case details and providing accurate resolutions that align with documented processes and service level expectations
• Document all interactions in ticketing tools with clear concise and complete information to support traceability audit readiness and knowledge sharing across the team
• Use MS Excel to track daily ticket volumes service metrics and work queues to provide transparent visibility of operational performance to internal stakeholders
• Create and maintain structured MS Excel reports dashboards and trackers that highlight trends backlog status and adherence to service level objectives
• Collaborate with cross functional teams such as operations technical support and marketing to coordinate issue resolution and drive positive outcomes for customers
  
• Escalate complex or unresolved issues to appropriate support groups by following defined workflows and maintaining ownership until closure updates are communicated
• Follow standard operating procedures quality guidelines and compliance requirements to ensure consistent delivery of high quality helpdesk services in every interaction
• Support email marketing tech and display advertising stakeholders by interpreting support requests monitoring campaign related queries and capturing accurate case contexts
• Contribute to process improvements by identifying recurring issues analyzing root causes using MS Excel data and suggesting scalable enhancements to workflows
• Prepare shift wise handover notes status summaries and key risk highlights to enable smooth continuity of service in a rotational shift environment
• Adhere to defined schedules attendance norms and work from office policies while maintaining flexibility to support various shifts in a professional manner
• Participate in training sessions calibration meetings and feedback discussions to continuously enhance technical expertise communication skills and customer focus
  

Qualifications

• Possess a diploma or degree in any discipline with practical exposure to customer support operations or service desk environments in a corporate setting
• Demonstrate strong MS Excel skills including use of formulas pivot tables filtering sorting and basic data analysis for operational reporting and performance tracking
• Show experience working with ticketing tools customer support platforms or CRM systems with the ability to learn client specific tools quickly and efficiently
• Exhibit clear written and verbal communication abilities with capacity to explain technical or process related topics in simple and professional language to diverse audiences
• Display understanding or interest in digital marketing concepts particularly display advertising and email marketing tech and be able to support related operational queries
• Adapt effectively to rotational shifts and dynamic workloads while maintaining high levels of accuracy service quality and customer empathy in daily tasks
• Maintain a detail oriented mindset with focus on problem solving continuous improvement and alignment with company values and societal impact goals
  

Certifications Required
Microsoft Office Specialist Excel Associate or any equivalent MS Excel certification is preferred