Sr. Process Executive - Tech Support
Design/Develop Creative artifacts 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 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
Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo