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Senior Process Executive-Voice

Cognizant

5 - 7 years

Chennai

Posted: 1/21/2025

Job Description



Job Summary

We are seeking a dedicated Senior Process Executive - CHD with 1 to 5 years of experience to join our team. The ideal candidate will have a strong background in Service Desk operations and IT business support with a focus on enhancing customer experience. This hybrid role requires night shift availability and offers an opportunity to make a significant impact on our service delivery and customer satisfaction.


Responsibilities

  • Provide first-level technical support to end-users ensuring timely resolution of issues.
  • Oversee the Service Desk operations ensuring adherence to SLAs and quality standards.
  • Handle customer inquiries and complaints providing effective solutions and enhancing customer satisfaction.
  • Collaborate with IT teams to escalate and resolve complex technical issues.
  • Monitor and track service requests ensuring accurate documentation and timely updates.
  • Conduct regular audits of Service Desk activities to identify areas for improvement.
  • Develop and implement best practices for Service Desk operations to enhance efficiency.
  • Train and mentor junior staff ensuring they are equipped with the necessary skills and knowledge.
  • Analyze service desk performance metrics and prepare detailed reports for management.
  • Participate in continuous improvement initiatives to enhance service delivery.
  • Ensure compliance with company policies and industry regulations.
  • Utilize customer feedback to drive improvements in service delivery and customer experience.
  • Maintain up-to-date knowledge of industry trends and advancements in IT support.

    • Qualifications

  • Possess strong technical skills in Service Desk operations.
  • Demonstrate expertise in IT business support and customer experience.
  • Exhibit excellent problem-solving and analytical skills.
  • Show proficiency in using service management software and tools.
  • Have strong communication and interpersonal skills.
  • Display the ability to work effectively in a hybrid work model.
  • Be willing to work night shifts to support global operations.
  • Hold relevant certifications in IT support or service management.
  • Demonstrate the ability to train and mentor junior staff.
  • Show a commitment to continuous improvement and professional development.
  • Maintain a customer-centric approach in all interactions.
  • Exhibit strong organizational and time management skills.
  • Possess the ability to work independently and as part of a team.

    • 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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