Process Executive - Voice
Location
Kochi | India
Job description
Job Description
Team Lead/ Team Manager
Qualification :
Any Graduate (exclusion :
BE/BTech/MCA)
For CPU :
:
- u2022 Bachelor's degree or equivalent experience (should have completed at least 2 years).
Telstra :
- Fresher
Responsibility :
Business / Customer :
- u2022 Connect with the customer through various channels, including chat support.
- u2022 Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/ customer.
- u2022 Create, verify and upload stock keeping units into the ERP.
- 'u2022 Meet process SLAs / metrics u2013 productivity and quality targets within the established timelines.
- u2022 Ensure process guidelines are followed and met as documented.
- u2022 Adhere to security practices set by organization.
- u2022 Coordinates with vendors assigned to resolve Events.
- u2022 Manage the lifecycle of Events & communicate with Clients regarding the Events, regardless of whether the actions in response to such Events are performed by the applicable Process owner(s) of the IT Service Desk or other Processes.
- u2022 VSG supports coordination of vendor dispatch for IT related equipment failures.
- u2022 Raise work orders to the appropriate issues identified and assign them to the technicians to go to the store and get them rectified.
- u2022 Work on low priority work orders received through eforms.
- u2022 Process predefined number of transactions as assigned and respond to data requests.
- u2022 Raise process related issues / concerns on time with process and team leads.
- u2022 Take responsibility to provide information accurately and also research and revert on information related to tracking of orders, shipping rates issues, delivery issues, liaison with the delivery partners on specific orders that needs clarifications.
- u2022 Receive content for Stock keeping unit build from the Content writing team in the form of standard Template.
- u2022 Build the Stock keeping unit in Product data base (PDB) manager based on the information provided in the standard template.
- u2022 Followups and reworks on all Stock keeping units once we get the necessary information.
- u2022 Process predefined number of transactions as assigned and respond to data requests.
- u2022 Raise process related issues / concerns on time with process and team leads.
- u2022 Ensure error free documentation of incident tickets / work orders.
- u2022 Perform data cleansing and data enrichment activities of customer's catalog/ master data base.
- u2022 Record data relating to production statistics, enduser related notes, etc as appropriate.
- u2022 Record / Logging relevant details regarding Events in Customeru2019s servicemanagement tool and, as applicable, assigning categorization and prioritization codes.
- u2022 Document & Track each transaction in the CRM/ Application as per the process guidelines.
- u2022 Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
- u2022 Collects information from the applicable Process owner(s) regarding resolution status and other activities that may impact or have already impacted Clients.
- u2022 Provide updates and submit reports related to own area of work through email / chat / data validation &analysis.
- u2022 Ensure 100% Customer Satisfaction Score & FCR (First Call Resolution).
- u2022 Make initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owner(s) of the IT Service Desk & transfer responsibility for resolution to the respective Process owner(s) of other Processes for the remainder.
u2022 Provides the ability for Clients to :
- a Submit Events, including complaints regarding the quality of IT services (eg, nonfunctioning hardware, system access needs, other issues with hardware or software) and other inquiries regarding hardware, software and IT services.
- b Submit orders for items within either the Service Catalog (eg, IMACs) or other applicable mechanisms.
- u2022 Support u2018break fixesu2019 for stores.
- u2022 Covers lighting, locks, electricity, plumbing, scale and HVAC.
u2022 Handles voice, email and web forms of transactions, as listed below :
:
- a inbound calls on customer complaints.
- b Customer Service emails from the end customer and store employees.
- c L1 call originating from customers.
- d Calls related to password resets, POS Issues, under access provisioning, release of stuck scripts and HW/SW issues.
- u2022 Adhere to shift handover processes.
For CPU :
:
- u2022 Adhere to daily schedule by being available to take inbound calls as scheduled.
- u2022 Answer inbound calls from shareholders and prospective shareholders Promptly respond to clientsu2019 telephone inquiries and ensure that their needs are met with accuracy and professionalism.
- u2022 Ensure account verification procedures are followed.
- u2022 Adhere to CPU call handling requirements while interacting with customers.
- u2022 Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes.
- u2022 Listen actively and probe to determine client needs.
- u2022 Actively resolve client issues.
- u2022 Maintain shareholder accounts on the appropriate systems.
- u2022 Escalate issues when necessary.
- u2022 Keep management team informed of client feedback.
- u2022 Make outbound followup calls to shareholders in response to issues which cannot be resolved pointofcall.
- u2022 Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests.
- u2022 Remain up to date regarding Stock Transfer products, services and systems.
- u2022 Maintain working knowledge of client products that CPU supports.
- u2022 Maintain working knowledge of CPU policies and procedures.
- u2022 Complete extensive ongoing training to maintain competency in financial markets and instruments.
- u2022 Record own attendance and time sheet related data.
- u2022 Contribute to and participate proactively in knowledge sharing sessions.
- u2022 Complete mandatory training for self as identified.
- u2022 Align individual goals with team objectives (work cohesively with the team).
- u2022 Participate and contribute to organizational activities.
Telstra :
:
- u2022 Schedule and manage appointments for technicians basis availibility to portal and customer.
- u2022 manage client expectaions and objection handling.
- u2022 ensure accurate action on system and SWI (Standard work instructions) followed.
Good To Have Skills
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 26 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us
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