Job Description

Sr. Process Executive - Tech SupportQualification:Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the GeoResponsibility:Stakeholder/Business Management:

• \xe2\x80\xa2 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\xe2\x80\xa6.

• 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:

• \xe2\x80\xa2 Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

For Voice processes Only::

• \xe2\x80\xa2 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.

• \xe2\x80\xa2 Connect with the customer & provide highest level of customer satisfaction.

• \xe2\x80\xa2 Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.

• \xe2\x80\xa2 Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.

• \xe2\x80\xa2 Process Executives are expected to call back on time.

Process Improvements and Adherence:

• \xe2\x80\xa2 Meet process SLAs / metrics \xe2\x80\x93 productivity and quality targets within the established timelines.

• \xe2\x80\xa2 Ensure process guidelines are followed and met as documented.

• \xe2\x80\xa2 Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.

• \xe2\x80\xa2 Adhere to security practices set by organization.

Project Control, Management and Review / Program delivery:

• \xe2\x80\xa2 Receive tickets/work on issues related to respective process.

• \xe2\x80\xa2 Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.

For Voice Processes Only::

• \xe2\x80\xa2 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.

• \xe2\x80\xa2 Make outbound calls to follow up / confirm resolution.

People / Team:

• \xe2\x80\xa2 Contribute to and participate proactively in knowledge sharing sessions.

• \xe2\x80\xa2 Participate and contribute to organizational activities.

Must Have Skills

• Customer Service

Good To Have Skills

• Speaking Japanese

Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : Apr 18 2024About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world\'s leading professional services companies, transforming clients\' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us

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