Process Executive - Voice Job in Hyderabad 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 troubleshoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/customer.
• Create, verify, and upload stock-keeping units into the ERP.
• Meet process SLAs/metrics – productivity and quality targets within the established timelines.
• Ensure process guidelines are followed and met as documented.
• Adhere to security practices set by the organization.
• Coordinate with vendors assigned to resolve events.
• Manage the lifecycle of events and communicate with clients regarding the events, regardless of whether the actions in response to such events are performed by the applicable process owner(s) of the IT Service Desk or other processes.
• VSG supports the coordination of vendor dispatch for IT-related equipment failures.
• Raise work orders for the appropriate issues identified and assign them to the technicians to go to the store and get them rectified.
• Work on low-priority work orders received through eForms.
• Process a predefined number of transactions as assigned and respond to data requests.
• Raise process-related issues/concerns on time with process and team leads.
• Take responsibility to provide information accurately and also research and revert on information related to tracking of orders, shipping rates issues, delivery issues, and liaison with the delivery partners on specific orders that need clarifications.
• Receive content for stock-keeping unit builds from the Content Writing Team in the form of a standard template.
• Build the stock-keeping unit in the Product Database (PDB) manager based on the information provided in the standard template.
• Follow up and rework all stock-keeping units once the necessary information is obtained.
• Process a predefined number of transactions as assigned and respond to data requests.
• Raise process-related issues/concerns on time with process and team leads.
• Ensure error-free documentation of incident tickets/work orders.
• Perform data cleansing and data enrichment activities of the customer's catalog/master database.
• Record data relating to production statistics, end-user-related notes, etc., as appropriate.
• Record/log relevant details regarding events in the customer’s service management tool and, as applicable, assign categorization and prioritization codes.
• Document and track each transaction in the CRM/application as per the process guidelines.
• Stay updated with process knowledge/changes and refer to knowledge updates/repositories to effectively process transactions.

Requirements:

• Bachelor's degree or equivalent experience (should have completed at least 2 years).
• BE/BTech/MCA