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Senior Process Associate - BFS

India

Job Description

Senior Process Associate - BFS

Chennai, Tamil Nadu

Job Summary

Following will be the Roles and Responsibility of the Customer Service Chat Agent and role they will perform following activity

- The Customer service agent shall act as a first line support for end customers who are communicating through Chat channel for any asic L0/L1 issues relating to printing of photo's / content, issues relating to usage of the so any particular software , general queries . Understanding the product features
- The agent shall make every reasonable attempt to resolve and provide the service where possible
- Provide accurate and complete information by using right methods and tools
- Ability to quickly assess an issue and accurately respond to customer inquiries
- Respond to all service requests and issues raised via chat support
- Move the request to L2 support team ( Fuji Films)
- Ensure that all service request raised in the CRM System are monitored and the relevant resolution procedures

are followed up effectively
- Keep records of customer interactions, process customer account changes as required
- Follow communication procedures, guidelines and policies
- Meet individual and team targets for a variety of customer service goals
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits

Key Responsibilities

Following will be the Roles and Responsibility of the Customer Service Chat Agent and role they will perform following activity

- The Customer service agent shall act as a first line support for end customers who are communicating through Chat channel for any asic L0/L1 issues relating to printing of photo's / content, issues relating to usage of the so any particular software , general queries . Understanding the product features
- The agent shall make every reasonable attempt to resolve and provide the service where possible
- Provide accurate and complete information by using right methods and tools
- Ability to quickly assess an issue and accurately respond to customer inquiries
- Respond to all service requests and issues raised via chat support
- Move the request to L2 support team ( Fuji Films)




- Ensure that all service request raised in the CRM System are monitored and the relevant resolution procedures

are followed up effectively
- Keep records of customer interactions, process customer account changes as required
- Follow communication procedures, guidelines and policies
- Meet individual and team targets for a variety of customer service goals
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits

Skill Requirements

- Good communication and English/ Language skills
- Previous customer support experience or experience as a client service representative is preferred
- Strong phone contact handling skills, including active listening skills and ability to empathize
- Past expertise in chat support process
- Positive Typing skills
- Creative problem-solving and analytical skills
- Ability to work closely with other departments and get the right information in a timely manner
- Ability to multi-task, prioritize, and manage time effectively

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Senior Process Associate - BFS (India)
🏢 HCLTech
📍 India