Welcome to HCLTech. We are hiring for international voice process
Were a global leader in digital, engineering, and cloud solutions, serving Fortune 500 clients in more than 50 countries. Our culture is built on innovation, inclusivity, and a strong commitment to customer success.
Today, were excited to introduce the opportunity for the role of
Senior Process Associate -Voice-Customer Care , based in
Noida, India .
Interested candidates are invited to share their resumes at: [Confidential Information].
Role Introduction
- As a Senior Process Associate, you will be at the frontline of customer experience. You'll handle complex interactions, manage escalations, and ensure every customer feels heard, supported, and valued.
- Your impact directly drives customer satisfaction, retention, and the organizations overall service performance.
- You will also mentor team members, helping foster a collaborative and high performing environment.
Key Responsibilities
- Manage complex inbound and outbound customer calls with empathy and professionalism.
- Resolve escalated issues using strong analytical and problem-solving skills.
- Follow escalation protocols where higher-level support is required.
- Monitor customer interactions and provide quality focused feedback.
- Support onboarding and training of new team members.
- Contribute to process optimization and service efficiency initiatives.
- Track and report key metrics while ensuring SLA adherence.
- Maintain strict compliance with company policies and ethical standards.
What We're Looking For
- Strong understanding of customer service principles and best practices.
- Excellent verbal and written communication skills.
- Analytical thinking and strong problem-solving abilities.
- Familiarity with SLAs, performance metrics, and quality standards.
- A customer centric mindset and commitment to service excellence.
- High integrity and adherence to ethical guidelines.
Qualifications
- Bachelors degree in any discipline (preferred).
- Experience in customer service or process management is an added advantage.
- Additional certifications, mentoring experience, or CRM knowledge are beneficial.
Growth Opportunities
At HCLTech, your growth is integral to our success. You'll have access to:
- Extensive training and upskilling programs.
- Career paths toward supervisory, team lead, or managerial roles.
- Opportunities for crossfunctional mobility across global business units.
- Leadership development and mentorship offerings.
- Rewards and recognition programs.
This job is provided by Shine.com
