Senior Process Executive-Voice Job at Cognizant

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

Responsibilities of the Candidate:

• Design/Develop Creative artefacts for Ads as per client-supplied brief and within brand and design guidelines.
• Develop internet/intranet web pages in the prescribed format adhering to client requirements within the agreed TAT.
• Provide information, educate customers to update trackers, update required applications & tools and keep SMEs and TL informed of new issues.
• Communicate information on products/services and/or troubleshoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educates the customer.
• Connect with the customer & provide the 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' issues and report incidents and resolve all issues received on the phone.
• Process Executives are expected to call back on time.
• 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 the organization.
• Receive tickets/work on issues related to respective processes.
• Raise/update the CRM tool under required categories for issues identified or escalate to the SME/TL.
• Receive Inbound calls/make outbound calls 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.
• Contribute to and participate proactively in knowledge-sharing sessions.
• Participate and contribute to organizational activities.

Requirements:

• Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable
• Speaking English