Process Executive - Voice Job in Chennai at Cognizant

Cognizant is hiring for the role of Process Executive - Voice!

Responsibilities of the Candidate:

• Connect with the customer through various channels, including chat support.
• Effectively communicate information on products/services and/or troubleshoot issues within specified time frames agreed upon with the client, ensuring clarity for end users/customers.
• Create, verify, and upload stock-keeping units into the ERP system.
• Meet process SLAs/metrics – productivity and quality targets within established timelines.
• Ensure adherence to process guidelines and documented standards.
• Adhere to organizational security practices.
• Coordinate with assigned vendors to resolve events.
• Manage the lifecycle of events and communicate with clients regarding event statuses, whether handled by the IT Service Desk or other processes.
• Coordinate vendor dispatch for IT-related equipment failures.
• Raise work orders for identified issues and assign them to technicians for resolution.
• Handle low-priority work orders received through e-forms.
• Process a predefined number of transactions as assigned and respond to data requests.
• Timely escalate process-related issues/concerns to process and team leads.
• Provide accurate information and research queries related to order tracking, shipping rates, and delivery issues, and liaise with delivery partners when necessary.
• Receive content for Stock Keeping Unit (SKU) build from the Content Writing team using standard templates.
• Build SKUs in the Product Database (PDB) manager based on the provided template information.
• Follow up and make revisions to all SKUs once necessary information is obtained.
• Ensure error-free documentation of incident tickets/work orders.
• Perform data cleansing and enrichment activities in the customer's catalog/master database.
• Record production statistics and end-user notes where applicable.
• Log relevant details of events in the customer's service management tool, including categorization and prioritization codes.
• Document and track each transaction accurately in the CRM/application following process guidelines.
• Stay updated with process knowledge and changes through knowledge updates and repositories for efficient transaction processing.
• Gather resolution status and impact details from applicable process owners.
• Provide updates and submit reports related to the work area via email, chat, or data validation and analysis.
• Ensure 100% Customer Satisfaction Score and achieve First Call Resolution (FCR) targets.
• Make initial assessments of events to determine resolution responsibility within the IT Service Desk or transfer to other process owners as needed.

Requirements:

• Any Graduate (excluding BE/BTech/MCA).
• Bachelor's degree or equivalent experience (minimum 2 years completed).