Senior Process Executive-Voice

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:

u2022 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 etcu2026.

Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.

u2022 Web:Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT

Customer Relationship Management:

u2022 Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

For Voice processes Only:

:

u2022 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.

u2022 Connect with the customer & provide highest level of customer satisfaction.

u2022 Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.

u2022 Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.

u2022 Process Executives are expected to call back on time.

Process Improvements and Adherence:

u2022 Meet process SLAs / metrics u2013 productivity and quality targets within the established timelines.

u2022 Ensure process guidelines are followed and met as documented.

u2022 Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.

u2022 Adhere to security practices set by organization.

Project Control, Management and Review / Program delivery:

u2022 Receive tickets/work on issues related to respective process.

u2022 Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.

For Voice Processes Only:

:

u2022 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.

u2022 Make outbound calls to follow up / confirm resolution.

People / Team:

u2022 Contribute to and participate proactively in knowledge sharing sessions.

u2022 Participate and contribute to organizational activities.

Must Have Skills

Speaking English

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : May 01 2024

About CognizantCognizant (Nasdaq-100: CTSH) 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 is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us

Full time