Process Executive

5 days ago

Mumbai Maharashtra, India Cognizant Full time

**Job Summary**

**Responsibilities**
- Handle and resolve customer complaints efficiently within the life sciences sector.
- Utilize MS Excel to manage and analyze data related to customer complaints.
- Provide accurate and timely responses to customer inquiries through call center operations.
- Maintain detailed records of customer interactions and transactions.
- Ensure compliance with company policies and regulatory requirements in all customer interactions.
- Collaborate with team members to improve processes and enhance customer satisfaction.
- Conduct root cause analysis to identify and address recurring issues.
- Prepare and present reports on complaint trends and resolutions to management.
- Assist in the development and implementation of strategies to reduce complaint volumes.
- Participate in training sessions to stay updated on product knowledge and customer service best practices.
- Monitor and evaluate the performance of complaint management processes.
- Support the continuous improvement of call center operations.
- Ensure a high level of customer satisfaction through effective communication and problem-solving skills.

**Qualifications**
- Possess strong technical skills in MS Excel for data management and analysis.
- Have domain experience in complaint management within the life sciences sector.
- Demonstrate proficiency in call center operations and customer service.
- Exhibit excellent communication skills in English (Read/Write).
- Show ability to work effectively in a team-oriented environment.
- Display strong problem-solving skills and attention to detail.
- Have a proactive approach to identifying and addressing customer issues.
- Be capable of working in rotational shifts as required.
- Maintain a high level of accuracy and efficiency in all tasks.
- Demonstrate a commitment to continuous learning and improvement.
- Possess the ability to handle multiple tasks and prioritize effectively.
- Show a customer-centric mindset and dedication to providing exceptional service.
- Have experience in preparing and presenting reports to management.

**Certifications Required**

Certification in MS Excel or related data management tools is required.

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