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Senior Process Executive-Voice

Cognizant

3 - 5 years

Bengaluru

Posted: 12/16/2024

Job Description



Job Summary

We are seeking a dedicated Senior Process Executive - HC with 0 to 3 years of experience in Contact Center Operations. The ideal candidate will have expertise in IVR and Healthcare Call Center domains. This is a work-from-home position with night shifts. The role involves ensuring efficient call center operations and delivering exceptional customer service.


Responsibilities

  • Manage inbound and outbound calls in a timely manner.
  • Follow communication scripts when handling different topics.
  • Identify customers needs clarify information research every issue and provide solutions.
  • Handle customer complaints provide appropriate solutions and alternatives within the time limits.
  • Keep records of all conversations in our call center database in a comprehensible way.
  • Meet personal/team qualitative and quantitative targets.
  • Provide accurate valid and complete information by using the right methods/tools.
  • Follow up with customers to ensure their issues are resolved.
  • Collaborate with team members to achieve better results.
  • Maintain a high level of professionalism and patience with customers.
  • Use IVR systems to manage call flows and improve customer experience.
  • Ensure compliance with healthcare regulations and standards.
  • Stay updated on industry trends and best practices to enhance service delivery.

    • Qualifications

  • Possess a strong understanding of Contact Center Operations.
  • Have experience with IVR systems and their functionalities.
  • Demonstrate knowledge of Healthcare Call Center operations.
  • Exhibit excellent communication and interpersonal skills.
  • Show proficiency in using call center software and tools.
  • Have the ability to handle stressful situations calmly and effectively.
  • Display strong problem-solving skills and attention to detail.
  • Be capable of working night shifts and adapting to a work-from-home model.
  • Maintain a high level of customer service and satisfaction.
  • Be self-motivated and able to work independently.
  • Show commitment to continuous learning and improvement.
  • Have a basic understanding of healthcare regulations and compliance.
  • Be able to work collaboratively with team members to achieve common goals.

    • About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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