Senior Process Executive

Description

We are seeking a highly motivated and detail-oriented Senior Process Executive to join our team in India. The ideal candidate will be responsible for managing and executing various business processes, analyzing workflows, and collaborating with team members to enhance operational efficiency.

Responsibilities

Handle International Customer Queries:

Manage inbound and outbound calls for global clients, resolving queries related to products, services, billing, and technical issues while maintaining high customer satisfaction.

Advanced Issue Resolution & Escalation Handling:

Address complex customer concerns, provide effective troubleshooting, and coordinate with internal departments to ensure timely resolution of escalated cases.

Quality & Compliance Adherence:

Ensure all calls meet company quality standards, SLAs, and international compliance requirements while maintaining accurate documentation in CRM systems.

Performance & KPI Management:

Consistently achieve targets related to AHT (Average Handle Time), FCR (First Call Resolution), CSAT, productivity, and call quality metrics.

Process Improvement & Team Support:

Identify recurring issues, suggest process improvements, and assist team members by sharing best practices and product knowledge.

Training & Mentorship Support:

Support onboarding of new hires, provide guidance on call handling techniques, and assist supervisors in maintaining overall team performance.

Skills and Qualifications

• Bachelor's degree in any relevant field.
• 1-2 years of experience in related area.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to quality.

For more details

Contact - Nidhi : +91 8690900776