- Job Title: Process Executive – Voice
- Company: Cognizant
- Degree: High School Diploma or equivalent (Bachelor’s degree preferred)
- Location: Gurugram, Haryana
- Experience: 0 to 1 year of experience in customer service or voice-based roles
- Employment Type: Full-time
- Salary: ₹2,50,000 – ₹4,00,000 per annum (estimated, based on experience)
Cognizant is Hiring: Process Executive – Voice in Gurugram, Haryana
We are excited to announce an opportunity to join Cognizant, a worldwide chief in generation and business technique outsourcing, as a Process Executive Voice in Gurugram, Haryana. This function gives a completely unique danger to paintings in a fast-paced, dynamic surroundings where your talents and ardour can at once make a contribution to the enterprise’s fulfillment and impact. If you are stimulated, possess fantastic verbal exchange capabilities, and are keen to be a part of a crew that plays a essential function in enhancing customer stories and using organizational performance, this role is for you.
As a Process Executive Voice, you will manage various customer service and voice-based approaches, leveraging your conversation talents to remedy client queries and issues efficiently. This position calls for a sturdy consciousness on handing over extraordinary purchaser reviews whilst assembly the nice and performance metrics set by means of Cognizant and its customers. The best candidate might be a proactive hassle-solver, eager to learn, and dedicated to helping the crew and company reap achievement.
Role Overview:
The Process Executive – Voice is an access-stage position that is good for applicants who’ve simply began their careers or have as much as a yr of revel in in customer support, call middle operations, or comparable voice-based totally roles. The primary duty of the Process Executive is to ensure the smooth coping with of inbound or outbound client interactions thru voice channels, which may also encompass answering client queries, addressing concerns, troubleshooting issues, or imparting solutions to issues in a expert and timely manner.
As part of the Gurugram crew, you will be running closely with go-purposeful departments, inclusive of era, fine warranty, and client experience groups, to make sure that client interactions are handled effectively and that consumer satisfaction is maintained at the best stage.
This role gives an amazing opportunity to develop your career in the international organization of Cognizant, imparting you a chance to increase key abilties and revel in that could open doorways to further opportunities inside the company.
Key Responsibilities:
- Customer Interaction and Query Resolution:
- As a Process Executive – Voice, your primary responsibility can be to engage with clients through voice calls to remedy their queries, concerns, and requests. Whether coping with billing inquiries, technical help issues, or standard product/provider statistics, you may want to deal with every interplay with
- professionalism and empathy, making sure the patron’s issue is addressed efficaciously.
- You will provide correct and well timed responses to client queries, ensuring a high stage of consumer delight. This requires now not handiest understanding the customer’s difficulty but also being able to troubleshoot and provide answers in actual-time.
- Adhering to Quality Standards and Protocols:
- Maintaining strict adherence to the organization’s best standards and protocols is essential on this position. You may be predicted to follow the decision coping with approaches, use the suitable language and tone, and make sure that each call meets the high-quality benchmarks set with the aid of Cognizant.
- This includes following tips for compliance, making sure that facts protection and privateness laws are respected in the course of each consumer interaction, and adhering to the enterprise’s performance metrics, which includes name coping with time, first-name resolution (FCR), and customer satisfaction rankings (CSAT).
- Effective Communication and Customer Engagement:
- As the voice of Cognizant, it’s essential to show off tremendous communication abilties. You ought to be able to explain complicated troubles in easy terms, concentrate attentively to consumer worries, and provide clear and concise solutions.
- Your capacity to have interaction with clients, make them feel heard, and provide empathetic responses will substantially make a contribution to nice consumer studies and mirror Cognizant’s commitment to customer support excellence.
- Handling Inbound and Outbound Calls:
- You could be liable for both inbound and outbound name coping with. Inbound calls may contain handling customer support inquiries, resolving technical issues, or answering questions about products and services. Outbound calls can also involve comply with-americaon client concerns, surveys, or outreach efforts to remedy pending issues.
- Each sort of call requires exclusive methods, but the intention stays the same: to offer brilliant provider and make certain purchaser pleasure.
- Documentation and Reporting:
- Maintaining accurate information of all customer interactions is a important aspect of the activity. After every name, you will want to record the character of the interplay, along with the trouble, resolution, and any observe-up required.
- You can also be required to keep reports related to name volumes, client remarks, and any recurring problems or styles that might be addressed to enhance client experience.
- Troubleshooting and Problem-Solving:
- Many calls will require short and effective hassle-solving capabilities. As a Process Executive – Voice, you will be predicted to troubleshoot technical troubles, solve carrier-related troubles, and offer solutions based on the information provided with the aid of the customer.
- Your potential to think in your toes, live calm under stress, and comply with a logical approach to problem-solving will assist make certain quick and powerful resolution of patron troubles.
- Continuous Learning and Improvement:
- Cognizant is committed to staying at the leading edge of industry developments and technologies, and as a Process Executive – Voice, you may be recommended to take part in ongoing education and development applications.
- This function will offer opportunities to continuously improve your customer service capabilities, find out about new services and products, and stay up to date on enterprise nice practices. The extra you broaden your knowledge, the greater fee you may bring to both the customers and the business enterprise.
- Collaboration with Cross-Functional Teams:
- You will work closely with specific departments within Cognizant, which include technical support, best assurance, and product teams, to make sure seamless dealing with of patron queries and determination of issues. Clear communique with these groups is crucial to ensuring that patron worries are addressed speedy and correctly.
- By collaborating with pass-functional groups, you’ll also help pick out recurring troubles or regions where strategies may be improved to decorate patron pride.
- Contributing to Process Improvements:
- One of the important thing duties of the position is to make contributions to the continuous development of customer service approaches. Based for your interactions with customers and observations, you will be able to indicate improvements to name-dealing with processes, troubleshooting methods, or even product capabilities.
- Cognizant values innovation and is continually open to remarks from its crew contributors on how to make strategies extra efficient, beautify customer reviews, and force higher outcomes.
- Ensuring Customer Satisfaction and Retention:
- Ultimately, the success of a Process Executive – Voice is measured via the level of client pride they may be able to obtain. This method going the greater mile to solve patron problems, being empathetic to their worries, and operating to ensure that each customer interaction leaves a tremendous influence.
- By consistently delivering super provider, you will play a vital function in maintaining high levels of customer retention and loyalty, which without delay contributes to Cognizant’s success.
Qualifications and Skills:
To be taken into consideration for the Process Executive – Voice function, applicants ought to meet the following qualifications:
- Education: A minimal of a excessive faculty diploma or equal is required. A bachelor’s degree in any discipline is preferred however now not obligatory.
- Experience: zero to one 12 months of enjoy in a customer support, voice-based, or call center position is desired. Freshers with top notch conversation capabilities and a willingness to analyze are advocated to use.
- Communication Skills: Strong verbal conversation talents in English are vital. Candidates who also are proficient in additional local languages will have an added advantage.
- Customer Service Orientation: A passion for supporting customers and a commitment to handing over great provider is crucial. Candidates must showcase patience, empathy, and a fine mind-set in their interactions with clients.
- Technical Skills: Basic technical troubleshooting competencies are required. Familiarity with customer service software or CRM structures is a plus.
- Problem-Solving Abilities: Candidates should be capable of fast understand consumer concerns and observe logical wondering to clear up troubles efficaciously.
- Team Collaboration: The capacity to work collaboratively in a group surroundings is important, as you’ll be coordinating with various internal groups to solve patron issues.
- Attention to Detail: Strong interest to detail is required to correctly report client interactions and hold information.
Certifications:
While no specific certifications are required for the Process Executive – Voice role, candidates with certifications in customer service, call center operations, or related areas will be given preference. Training and certification opportunities will also be provided by Cognizant as part of its commitment to employee development.
Career Growth and Opportunities:
Joining Cognizant as a Process Executive – Voice gives a excellent possibility for profession increase. Cognizant is thought for making an investment in its personnel’ improvement, and you will have the threat to take on greater duties and improve inside the enterprise. With Cognizant’s global presence and sturdy cognizance on era and innovation, you will advantage priceless experience that will let you develop both personally and professionally.
Why Join Cognizant?
Cognizant isn’t just a corporation; it’s a international network of innovators, thinkers, and hassle-solvers. By becoming a member of our team, you will have get right of access to to modern technology, non-stop studying possibilities, and a numerous and inclusive workplace. Cognizant’s determination to excellence method that you will be part of a company that values your contributions and encourages you to acquire your complete functionality.
At Cognizant, we believe in the electricity of collaboration, and we inspire our group contributors to deliver their mind, creativity, and passion to the desk. Together, we will make a actual effect on the world and gain new heights in corporation method manage and era innovation.
If you are ready to take the next step in your career and become part of a global leader in business process outsourcing, apply today to join Cognizant as a Process Executive Voice in Gurugram, Haryana.
How to Apply
- Click “Apply Now” at the venture listing.
- Redirect to our profession portal or companion internet page.
- Complete and put up the application form.
- Check your e-mail for affirmation and further commands.
