Process Executive
- Cognizant
- 0 - 1 years
- Pune
- 8 days ago
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Job Description
Reporting To
Team Lead
Essential educational Qualification and experience
- Depending on language of call handled: Fluency in English.
- 10+2/Any Graduation
- Interested in handling international customer on calls.
- Multi-lingual skills are a strong plus.
- Must have excellent communication (written and oral) and customer service skills.
- Should be ready to work in shifts if needed
Essential skills
- Knowledge of customer service principles and practices
- Ability to analyze, escalate, or resolve customer questions within established protocols.
- Must be adaptable and show engagement through regular change.
- Experienced with both phone and written customer support.
- Intermediate proficiency with Microsoft Office and Google Suite apps
(drive, Gmail, g-docs, g-sheets) - Excellence in attention to detail and organization skills
- Ability to maintain professionalism when communicating with customers.
- Proven conflict resolution skills
- Demonstrated ability to collaborate within a team environment.
- Proven ability to learn quickly.
- Proven ability to produce consistent high-quality work.
- Proven negotiation skills and patience that create a positive customer
- Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention.
- Proven time management and organizational skills
- Punctuality and self-discipline
Operational Responsibilities
- Perform inbound and outbound calls to answer queries
- Answer center specific and general queries Center information, feedback/complaints, center change.
- Resolve Inquiries which are not contained by virtual assistant smart IVR/ intelligent BOTDeals directly with internal and external customers via telephone (inbound & outbound) and electronic channels.
- Respond promptly to internal and external customer inquiries.
- Responsible for day-to-day work and adherence to process flows.
- Compliance with the obligations as Client Contractual agreement and other
SOP requirements - Ensures all the records and documents maintained as per organizational requirements.
- Reporting to the Team Lead on performance, query status and any escalations
- Participates in cross-functional and cross-business process improvement initiatives.
- Obtain and evaluate all relevant information to handle inquiries and complaints.
- Direct or escalate requests and unresolvable issues as needed.
- Assists with mentoring and training new employees (as required)
Any others
(Please add)
- Performs other duties as may be assigned
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Pune
Keyskills: International Voice Process Customer Support Voice Process International BPO International Calling
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