F-64 - Senior Process Executive-Voice

F-64 - Senior Process Executive-Voice

13 Sep
Pune Division

13 Sep


Pune Division


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

- Salesforce

Good To Have Skills

- Field Serv Mgmt-Tech

- After Sales&Serv;(Tech)

The original job offer can be found in Kit Job:

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