Senior Process Executive-Data
Cognizant
Hyderabad, Telangana, India
4d ago

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

  • Customer Service
  • Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form