Multi-Channel Helpdesk Specialist (PE-CX)

About the role

The Multi-Channel Helpdesk Specialist (PE-CX) provides exceptional customer support across email, chat and phone while leveraging strong Excel skills to analyse data and maintain accurate records. The position works on a rotational shift model from the office, ensuring seamless operations and high customer satisfaction.

Key responsibilities

• Handle customer inquiries via email, chat and phone, delivering timely and accurate responses.
• Provide technical support and troubleshoot issues to achieve effective resolutions.
• Use MS Excel to analyse interaction data, create reports and keep detailed records.
• Collaborate with teammates to improve processes and enhance the overall customer experience.
• Monitor customer feedback, identify improvement areas and suggest actionable solutions.
• Support the rollout of new tools and technologies to optimise helpdesk performance.
• Conduct follow‑ups with customers to confirm issue resolution and satisfaction.
• Participate in training sessions to stay current on product knowledge and service best practices.

Required profile

• Proficiency in MS Excel, including data analysis, pivot tables and report generation.
• Excellent communication skills for interacting with customers and internal teams.
• Strong problem‑solving abilities and attention to detail.
• Flexibility to work rotational shifts in an office environment.
• Customer‑centric mindset with basic knowledge of helpdesk operations.

Required skills

• MS Excel