Job Title: Senior Process Executive – Voice
Company: Cognizant Technology Solutions
Location: Hyderabad, Telangana
Type: Full-time
About Us:
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, committed to empowering the world’s foremost companies in building stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant merges a dedication to client satisfaction, technological innovation, profound industry and business process expertise, and a global, collaborative workforce that exemplifies the future of work.
Job Description:
We are seeking qualified candidates for the position of Senior Process Executive – Voice at our Hyderabad location. The ideal candidate will have a Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Information Technology and possess 1-4+ years of experience.
Key Responsibilities:
- Respond, diagnose, resolve, and track customer support queries via phone, email, chat, and social media.
- Maintain response and resolution speed as defined by Service Level Objectives (SLOs).
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases.
- Utilize existing knowledge base to provide customer-facing root cause assessments.
- Provide customer-facing bug progress summaries using available tools and platforms.
- Flexibility to work across multiple rotational shifts, including night shifts.
- Ability to thrive in a diverse environment, handle cultural and language differences, and effectively communicate.
Education Requirements:
- Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Information Technology.
Key Skills and Experience:
- 1-2 years of call center customer care experience, preferably in a technical environment.
- Low to medium awareness of GCP/G Suite products and features.
- Experience in resolving technical or operational issues in a customer-centric operation.
- Strong troubleshooting and diagnosis skills in a technical environment.
- Strong sense of business ownership, personal accountability, and customer focus.
- Ability to work independently and collaboratively with other teams.
- Drive to identify root causes of issues and propose preventative steps.
- Capacity to understand processes and how different pieces fit together.
- Determination to continuously work towards achieving team Key Performance Indicators (KPIs).
- Ability to research using internal knowledge bases and documentation.
- Aptitude to think critically and work through ambiguity.
- Flexibility to work under different work environments.
- Experience with technical writing and version control is a plus.
How to Apply:
Interested candidates are invited to attend our walk-in interview on 15th February between 11:00 AM – 2:00 PM at the following address:
Cognizant Technology Solutions
Building 12A, Raheja Mindspace IT Park,
Mindspace Madhapur Rd, HITEC City,
Hyderabad, Telangana