Cognizant hiring freshers for Process Executive voice role Any Graduation BE/BTech/MCA) Apply now

Cognizant off-campus recruitment 2022

This is informed to all the candidate who is jobseekers then have a great opportunity in Cognizant is announced hiring for the position of Process Executive voice those candidates who are waiting for an opportunity then apply now the link is available below.

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Company: Cognizant 

Position:  Process Executive voice

Experience:  (Freshers Can Apply)

Location: Kochi, Kerala, India

Salary:  4.1 LPA   (Expected)

Qualification: Any Graduation BE/BTech/MCA)

Batch 2018 2019 2020 2021 2022

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Responsibility:

Business / Customer:

• Connect with the customer through various channels, including chat support.
• Effectively communicate information on products/services and/or troubleshoot 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 the 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 the 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 e-forms.
• Process predefined number of transactions as assigned and respond to data requests.
• Raise process-related issues/concerns on time with the 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, and liaison with the delivery partners on specific orders that needs clarifications.
• Receive content for Stock keeping unit built by the Content writing team in the form of a standard Template.
• Build the Stock keeping unit in the Product database (PDB) manager based on the information provided in the standard template.
• Follow-ups 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 the process and team leads.
• Ensure error-free documentation of incident tickets/work orders.
• Perform data cleansing and data enrichment activities of customer’s catalog/ master database.
• Record data relating to production statistics, end-user-related notes, etc. as appropriate.
• Record / Logging relevant details regarding Events in the Customer’s service management tool and, as applicable, assign 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 your 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 the 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.
• and.
• b 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:

• an inbound call 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, the release of stuck scripts, and HW/SW issues.
•  Adhere to shift handover processes.