Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work.
- Qualification: Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology.
- Experience : 01-04+years
- Role:Senior Process Executive – Voice
- Job Location:Hyderabad,Telangana
- Openings: 25
Time and Venue:
15th February , 11.00 AM – 2.00 PM
Cognizant Technology Solutions. Address. Building 12A, Raheja Mindspace IT Park, Mindspace Madhapur Rd, HITEC City, Hyderabad, Telangana
Contact – Kaneez
Job description:
Candidates from technical background are highly preferred for this Non tech voice Customer support.
Senior Process Executive – Voice
Key Responsibilities:
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs.
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Flexibility to work across multiple rotational shifts/night shifts
- Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator.
Education Requirements:
- Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology.
Key Skills and Experience:
- 1-2 years of call center customer care experience, preferably in a technical environment.
- Low to medium awareness on GCP/G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.
- Strong troubleshooting and diagnosis skills in a technical environment.
- Strong sense of business ownership, personable accountability, and customer focus.
- Works well independently and cross functionally with other teams.
- Drive to go beyond just solving the issue, find the root cause and propose preventative steps.
- Ability to understand processes and how different pieces of a large process puzzle fit together.
- Determination to continuously work to achieve team KPIs which often change.
- Capacity to research using internal knowledge bases and documentation.
- Aptitude to think critically and work through ambiguity.
- Flexible enough to work under different work environments Experience with technical writing and version control a plus.
