Process Associate-Voice
HCLTech
Job Summary
Answer inbound phone calls
Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
Guide customers on self-service enablement
Advise customers on SR/ASR/Incident priority validating business justification
Upgrade/downgrade ticket priority for incidents aligned with business justification
Support customer queries on lead time.
Support customers in finding the right stakeholders to connect with for addressing their queries.
Guide customers how to schedule an expert consultation
First Level Resolution for basic queries/ issues
Monitor inbound e-mails and manually create cases where automated case creation fails.
Monitor unassigned cases and service request tickets
Dispatch cases to regional CoEs and assign cases and service request tickets to processors
Ensure proper documentation (calls or ticket) for follow-up/ resolution
Support the shift coordinators and global head with operational activities
Ramp up quickly on the technical and functional domains
Identify, analyze, and resolve customer issues, independently
Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation
Key Responsibilities
1. Improving Skill Level Through Self Development / Nominating Training Programs Skill Reverification Tests
2. Meet The Defined Quality Scores And Process Improvement
3. The Individual Should Be Able To Work Effectively In A Team Whilst Enthusing Others To Do The Same For Achievement Of Common Goals Of The Team
4. To Consistently Meet Or Exceed Csat Parameters As Defined For The Process.
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