Senior Process Associate-Voice
Logistics, Sales & Operations · Sales & Business Development · Customer Success
In short
As a Senior Process Associate-Voice in Bangalore, you will handle inbound calls, provide customer updates, guide on service requests, and resolve basic queries. You will also monitor tickets, dispatch cases, and coordinate with internal teams to ensure timely resolution and customer satisfaction.
Responsibilities
- Answer inbound phone calls and provide customer updates on SR/ASR/Incident progress.
- Guide customers on creating service requests, ASRs, and incidents, and advise on priority.
- Support customer queries on lead time and direct them to the right stakeholders.
- Monitor inbound emails and manually create cases when automated creation fails.
- Dispatch cases to regional CoEs and assign tickets to processors.
- Ensure proper documentation of calls and tickets for follow-up and resolution.
- Support shift coordinators and global head with operational activities.
- Ramp up quickly on technical and functional domains and analyze complex situations.
- Identify, analyze, and resolve customer issues independently and proactively review queues to avoid SLA breaches.
- Coordinate with Team Leader, Delivery Manager on documentation, presentations, and project delivery.
- Handle complex inbound and outbound calls, providing expert assistance and resolving escalated customer issues.
- Monitor and ensure the quality of customer interactions, providing feedback and coaching to junior associates.
- Assist in training new team members and provide ongoing support and mentorship.
- Lead initiatives to enhance call handling processes and improve overall customer service efficiency.
Requirements
- Ability and willingness to learn fast and quickly adopt to change.
- Ability to consume, digest, and analysis from multiple systems of record.
- Ability to quickly analyze complex situations and find potential solutions/ next steps.
- Experience with guided troubleshooting.
- People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end support org).
- Follow Escalation Procedures for Issues Uncontrollable at Agent Level First Call Resolution.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
- Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#customer support#voice#associate
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Bangalore, India
Applicants
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