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    Process Executive - Kuala Lumpur, Malaysia - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Kuala Lumpur, Malaysia

    1 week ago

    Default job background
    OTHER
    Description

    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:

    • • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

    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.
    • • Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
    • • 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

    • Customer Service

    Good To Have Skills

    • Speaking Japanese
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