Bengaluru, Karnataka
Job Summary

The Senior Process Associate plays a crucial role in handling / overseeing customer support operations within the Delivery Operation (Non-Voice) area. This mid-level professional ensures efficient order management, high-quality customer interactions, and continuous improvements in workflow processes, contributing significantly to the overall objectives of the organization.

Key Responsibilities

Key Responsibilities:
Handle customer inquiries via phone, email, chat, and ticketing systems.
Resolve customer issues efficiently while ensuring a high level of customer satisfaction.
Manage customer accounts, update records, and maintain accurate documentation.
Track, monitor, and escalate customer concerns as required.
Prepare and analyze customer service reports, trends, and performance metrics.
Collaborate with internal teams to ensure timely resolution of customer requests.
Monitor KPI adherence and support continuous process improvement initiatives.
Skill Requirements

Required Skills:




3–4 years of experience in Customer Service, Customer Support, Client Servicing, or Customer Operations.
Solid knowledge of Microsoft Excel , including Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Conditional Formatting, Data Validation, Reporting, and Dashboard Creation .
Excellent verbal and written communication skills.
Strong problem-solving, analytical, and multitasking abilities.
Experience with CRM and ticketing tools such as Salesforce, Zendesk, ServiceNow, or similar platforms will be an added advantage.
Other Requirements

Preferred Qualification: Any bachelor’s degree

1. Optional But Valuable: Certified In Order Management Or Customer Service Excellence

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📌 Senior Process Associate - Order Mgmt - Lead to Cash (India)
🏢 HCLTech
📍 India