Senior Process Executive

3 weeks ago

Cebu City, Philippines Cognizant Full time

Job Summary We are seeking a dedicated Senior Process Executive - B&L with 1 to 3 years of experience in customer service. The ideal candidate will have a strong background in customer service and a passion for enhancing customer experience offerings. This hybrid role requires rotational shifts and offers an opportunity to make a significant impact on our customer satisfaction and overall business success. Responsibilities Handle customer inquiries and resolve issues efficiently to ensure high levels of customer satisfaction. Provide exceptional customer service through various communication channels including phone email and chat. Collaborate with team members to identify and implement process improvements that enhance the customer experience. Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality. Analyze customer feedback to identify trends and areas for improvement and provide actionable insights to management. Assist in the development and implementation of customer service policies and procedures to ensure consistency and quality. Train and mentor junior team members sharing best practices and providing guidance on complex customer issues. Monitor and report on key performance indicators (KPIs) related to customer service ensuring targets are met or exceeded. Participate in regular team meetings and contribute to discussions on how to improve customer service processes and outcomes. Stay up-to-date with industry trends and best practices in customer service and customer experience offerings. Utilize customer service software and tools to manage and track customer interactions and resolutions. Work closely with other departments to ensure a seamless and integrated customer experience. Adapt to rotational shifts and maintain a flexible approach to work schedules to meet business needs. Qualifications Possess strong communication and interpersonal skills to effectively interact with customers and team members. Demonstrate proficiency in customer service software and tools ensuring efficient handling of customer inquiries. Exhibit problem-solving abilities to address and resolve customer issues promptly. Show a keen attention to detail to maintain accurate records and data integrity. Have experience in customer service and a passion for enhancing customer experience offerings. Display the ability to work collaboratively in a team environment and contribute to process improvements. Adapt to rotational shifts and maintain flexibility in work schedules to meet business needs. Certifications Required Certified Customer Service Professional (CCSP) or equivalent certification in customer service. #J-18808-Ljbffr

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