Senior Process Executive-Voice

Job Summary

Company
Cognizant Technology Solutions India Pvt Ltd
Industry
IT/Computers - Software
Location
Pune
Years of Experience
Function
Customer Service/Call Centre/BPO
Posted On
7th Oct 2019
Skills
Process Executive,Process Associate,Voice process,customer service,Customer Support,Customer Relationship,Customer Care

Job Description:



Process Specialist - Tech Support

Qualification:
Graduate (exclusion:
BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:
Stakeholder/Business Management:
They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc.
Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.

Web:Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT

Customer Relationship Management: Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

For Voice processes Only:
:
Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educate customer.
Connect with the customer & provide highest level of customer satisfaction.
Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
Process Executives are expected to call back on time.

Process Improvements and Adherence: Meet process SLAs / metrics productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
Adhere to security practices set by organization.

Project Control, Management and Review / Program delivery: Receive tickets/work on issues related to respective process.
Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.

For Voice Processes Only:
:
Receive Inbound calls / make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc.
Make outbound calls to follow up / confirm resolution.

People / Team: Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.

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About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.


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