Process Executive - Voice

About this role

• 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 redirects 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
  
  

• Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.
  
  

• Customer Service
  
  

• Speaking English