Senior Process Executive-Voice - Bengaluru, India - Cognizant

    Cognizant
    Cognizant Bengaluru, India

    2 weeks ago

    Cognizant background
    Full time
    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.

    • Must Have Skills

  • Speaking English

    • Employee Status : Full Time Employee

    Shift : Day Job

    Travel : No

    Job Posting : Apr