Process Executive - Voice | V-265

Process Executive - Voice | V-265

30 Jun
|
Cognizant Technology Solutions
|
Pune Division

30 Jun

Cognizant Technology Solutions

Pune Division

Job Description

Sr. Process Executive - Tech Support

Qualification:

Graduate exclusion:

BE/BTech/MCA or High School graduate or above as 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

Salesforce

Good To Have Skills

Field Serv Mgmt-Tech

After Sales&ServTech

Job Function:

IT Software :

Software Products & Services

Industry:

Software Services, Internet/Dot/ISP

Specialization:

Software Engineer

Qualification:

MCA/ PGDCA

BE/ B.Tech Engineering

Employment Type:

Full Time

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/23265043/process-executive-voice-v-265-pune-division/?utm_source=html

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