Cognizant Recruitment Drive | Experience: 0-2 years

Cognizant Recruitment Drive:-

Cognizant is hiring candidates for the role of Process Executive-Voice for the Kochi, Kerala, India location. The complete details about Cognizant Recruitment Drive are as follows.

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𝐏𝐚𝐲 𝐀𝐟𝐭𝐞𝐫 𝐏𝐥𝐚𝐜𝐞𝐦𝐞𝐧𝐭 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐏𝐫𝐨𝐠𝐫𝐚𝐦- 𝐆𝐞𝐭 𝐏𝐥𝐚𝐜𝐞𝐝 𝐈𝐧 𝐓𝐨𝐩 𝐌𝐍𝐂'𝐬

Company Name:- Cognizant

Job Position:- Process Executive-Voice

Job Location:- Kochi, Kerala, India

Salary Package:- As per Company Standards

Employee Status:- Full-Time Employee

Job Id:- 00049174031

Job Posting Date:- Jun 10th, 2022

𝐁𝐞𝐜𝐨𝐦𝐞 𝐚 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐫 𝐈𝐧 𝐓𝐨𝐩 𝐓𝐞𝐜𝐡 𝐂𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐖𝐢𝐭𝐡 𝐀 𝐒𝐚𝐥𝐚𝐫𝐲 𝟓 𝐭𝐨 𝟒𝟎 𝐋𝐏𝐀

Qualification Required:- Any Graduate: BE/BTech/MCA

Good To Have Skills:- Call Center

Roles & Responsibilities:-

Business / Customer:

Connect with the customer through various channels, including chat support.
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.
Create, verify and upload stock keeping units into the ERP.
Project / Process.
‘Meet process SLAs / metrics – productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Adhere to security practices set by organization.
Coordinates with vendors assigned to resolve Events.
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.
VSG supports coordination of vendor dispatch for IT related equipment failures.
Raise work orders to the appropriate issues identified and assign them to the technicians to go to the store and get them rectified.
Work on low priority work orders received through eforms.
Process predefined number of transactions as assigned and respond to data requests.
Raise process related issues / concerns on time with process and team leads.
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.
Receive content for Stock keeping unit build from the Content writing team in the form of standard Template.
Build the Stock keeping unit in Product data base (PDB) manager based on the information provided in the standard template.
Followups and reworks on all Stock keeping units once we get the necessary information.
Process predefined number of transactions as assigned and respond to data requests.
Raise process related issues / concerns on time with process and team leads.
Ensure error free documentation of incident tickets / work orders.

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Perform data cleansing and data enrichment activities of customer’s catalog/ master data base.
Record data relating to production statistics, enduser related notes, etc as appropriate.
Record / Logging relevant details regarding Events in Customer’s servicemanagement tool and, as applicable, assigning categorization and prioritization codes.
Document & Track each transaction in the CRM/ Application as per the process guidelines.
Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
Collects information from the applicable Process owner(s) regarding resolution status and other activities that may impact or have already impacted Clients.
Provide updates and submit reports related to own area of work through email / chat / data validation &analysis.
Ensure 100% Customer Satisfaction Score & FCR (First Call Resolution).
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.

Provides the ability for Clients to:

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.
Submit orders for items within either the Service Catalog (eg, IMACs) or other applicable mechanisms.
Support ‘break fixes’ for stores.
Covers lighting, locks, electricity, plumbing, scale and HVAC.

Handles voice, email and web forms of transactions, as listed below:

Inbound calls on customer complaints.
Customer Service emails from the end customer and store employees.
L1 call originating from customers.
Calls related to password resets, POS Issues, under access provisioning, release of stuck scripts and HW/SW issues.
Adhere to shift handover processes.

Cognizant Recruitment Drive Application Process:-

Apply In Below Link

Apply Link :- Click Here To Apply(Apply before the link expires)

Note:– Only shortlisted candidates will receive the call letter for further rounds

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