Job description:

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


Senior Process Associate - CC

Job Summary

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

• Key Responsibilities
  
  1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
  
  2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
  
  3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
  
  4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
  
  5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.
  
  Skill Requirements
  1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
  
  2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
  
  3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
  
  4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
  
  5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.
  
  Certification
  1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields.