Process Executive - Voice

Sr. Process Executive - Tech Support

Qualification:

Graduate (exclusion:

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:

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.