Process Executive – Voice

0 - 2 Years

Hyderabad

Not Disclosed by Recruiter

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Posted: 29 days agoOpenings: 1Job Applicants: Less than 10Job Views: 496

Job Description

Sr. Process Executive - Tech Support

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.

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Google AdWords PL1 Required

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Online/Digital Marketing NA Required

* Proficiency Legends

Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Required Candidate profile

Qualification:

Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Associate/Senior Associate -(NonTechnical)

Employment Type:Full Time, Permanent

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

Doctorate:Doctorate Not Required

Company Profile

Cognizant Technology Solutions India Ltd

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 100 development and delivery centers worldwide and approximately 244,300 employees as of June 30, 2016, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.

View Contact Details+

Recruiter Name:HR

Contact Company:Cognizant Technology Solutions India Ltd

Reference Id:35356151