Process Executive - Voice

Process Executive - Voice**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 up / confirm resolution.**People / Team**:- Contribute to and participate proactively in knowledge sharing sessions.- Participate and contribute to organizational activities.**Must Have Skills**- Speaking Japanese**Good To Have Skills**- Field Serv Mgmt-Tech- After Sales&Serv(Tech)Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : Nov 24 2023About CognizantJob ID COGNGLOBAL00056650081