Process Executive

6 months ago

Tamil Nadu, India Cognizant Technology Solutions Full time

**Sr. Process Executive - Tech Support**

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

**Must Have Skills**
- Speaking English

**Good To Have Skills**
- Authorize Cust Bill InvoiceAdj
- Bill Inquiry Handling

**Technical Skills**

**SNo**

**Primary Skill**

**Proficiency Level **

**Rqrd./Dsrd.**
- 1- Speaking English- PL2- Required**Domain Skills**

**SNo**

**Primary Skill**

**Proficiency Level **

**Rqrd./Dsrd.**
- 1- Authorize Cust Bill InvoiceAdj- NA- Desired- 2- Bill Inquiry Handling- NA- Desired- **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-
- PL3-
- PL4

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