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Engaged Employer

Cognizant

Compare

3.8

based on 48.3k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

Top Rated IT/ITES Company - 2024

1086 Cognizant Jobs

Senior Process Executive-Voice

Cognizant Technology Solutions India Ltd

3.8

based on 48.3k Reviews

1-5 years

₹ 1.95 - 8L/yr (AmbitionBox estimate)

Chennai

1 vacancy

Senior Process Executive-Voice

Cognizant

posted 12d ago

Job Role Insights

Flexible timing

Key skills for the job

IT Support Service Desk Service Management Customer Experience Management Service Delivery Management Continuous Improvement

+ 1 more

Job Description

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.

Employment Type: Full Time, Permanent

Read full job description

Cognizant Interview Questions & Tips

Prepare for Cognizant Senior Processing Executive roles with real interview advice

What people at Cognizant are saying

3.7

Rating based on 3.1k Senior Processing Executive reviews

Anonymous · Customer Success, Service & Operations in Kolkata

Likes

Corruption everywhere in non technical. The Hyderabad team runs their own lobby only, they differentiate and being a lady employee I myself faced filthy behavior from my supervisor(i am.not mentioning his name here ) and when I was not willing to follow his nasty behavior and protested I was forced to leave the organization, they to..Read More

Dislikes

Explained already above

Skill development - Poor

+5 more

Read 3.1k Senior Processing Executive reviews

Senior Processing Executive salary at Cognizant

reported by 28.7k employees

₹1.8 L/yr - ₹9 L/yr

10% more than the average Senior Processing Executive Salary in India

View more details

What Cognizant employees are saying about work life

based on 48.3k employees

66%

87%

70%

73%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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Cognizant Chennai Office Location

View all

Chennai (1)

Chennai Office

5/535, Old Mahabalipuram Road Okkiam -Thoraipakkam Chennai
Tamil Nadu 600096