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Senior Process Executive-Voice

Cognizant

3 - 5 years

Hyderabad

Posted: 29/11/2024

Job Description



Job Summary

We are seeking an Online Analyst - CM with 2 to 3 years of experience to join our dynamic team. The ideal candidate will have strong English speaking skills and a proven track record in customer service. Experience in the Hi-Tech or ISV domain is a plus. This role involves analyzing online data providing insights and enhancing customer satisfaction.


Responsibilities

  • Analyze online data to identify trends and patterns that can improve customer service.
  • Provide actionable insights based on data analysis to enhance customer satisfaction.
  • Collaborate with cross-functional teams to implement data-driven strategies.
  • Monitor online platforms to ensure customer queries are addressed promptly.
  • Develop and maintain dashboards to track key performance indicators.
  • Conduct regular reviews of online content to ensure accuracy and relevance.
  • Assist in the development of online customer service protocols.
  • Utilize customer feedback to drive continuous improvement in service delivery.
  • Prepare detailed reports on online customer interactions and service metrics.
  • Support the implementation of new technologies to enhance online customer service.
  • Ensure compliance with company policies and industry regulations in all online activities.
  • Participate in training sessions to stay updated on the latest industry trends and tools.
  • Contribute to the overall success of the team by sharing knowledge and best practices.

    • Qualifications

  • Possess strong English speaking skills to effectively communicate with customers.
  • Demonstrate a proven track record in customer service with a focus on online platforms.
  • Have experience in data analysis and providing actionable insights.
  • Be proficient in using data visualization tools to create dashboards.
  • Show the ability to collaborate with cross-functional teams.
  • Display excellent problem-solving skills to address customer issues.
  • Have experience in the Hi-Tech or ISV domain is a plus.
  • Be familiar with industry regulations and compliance requirements.
  • Exhibit strong attention to detail in reviewing online content.
  • Demonstrate the ability to adapt to new technologies and tools.
  • Possess excellent written and verbal communication skills.
  • Show a commitment to continuous learning and professional development.

    • 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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