Process Executive
Process Executive
1 - 3 Years
Pune
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Not Disclosed by RecruiterPosted 1 day agoJob Applicants: Less than 10Job Views: 56
Job Description
Responsibility:
Stakeholder/Business Management:
They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page re-directs with customize animation and image galleries etc .
Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.
Web: Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT.
Customer Relationship Management:
Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.
For Voice processes Only:
:
Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educate customer.
Connect with the customer & provide highest level of customer satisfaction .
Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
Process Executives are expected to call back on time.
Process Improvements and Adherence:
Meet process SLAs / metrics productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions.
Adhere to security practices set by organization.
Project Control, Management and Review / Program delivery:
Receive tickets/work on issues related to respective process.
Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.
For Voice Processes Only:
Receive Inbound calls / make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc.
Make outbound calls to follow up / confirm resolution.
People / Team:
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Qualification:
Graduate (exclusion:
BE/BTech/ MCA) or High School graduate or above as may be applicable in the Geo
Technical Skills
Primary Skill -
Microsoft OMS - PL1
Microsoft Office 365 Idaas - PL1
Microsoft PDW - PL1
Proficiency Legends:
Proficiency Level - Generic Reference
PL1 - The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2 - The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3 - The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4 - The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Address: Plot # 26, Rajiv Gandhi Infotech Park, MIDC, Hinjawadi, Pune, Maharashtra 411057
Phone: 020 4021 6000
Email: [email protected]