Senior Process Executive

Cognizant

1 - 3 years

3 - 5 Lacs

pune mumbai (all areas)

Posted:2 hours ago| Platform:

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Skills Required

international voice process us voice process international calling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Reporting To

Team Lead

Essential educational Qualification and experience

Experience in International voice processes
Depending on language of call handled: Fluency in English.
10+2
1-2 years experience 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)

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