Sales Representative

  • Job Reference: 1326798136-2
  • Date Posted: 16 May 2024
  • Recruiter: Cognizant Technology Solutions
  • Location: Mexico City, Distrito Federal
  • Salary: On Application
  • Sector: Care in the community, Management & Supervisors, Restaurant & Service
  • Job Type: Permanent

Job Description

Process Specialist - Tech Support

Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:

  • They serve all client business divisions with the client side interactive components using JavaScript/JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc .
  • Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.

Web:

Develop internet/intranet web pages in the prescribed format adhering to client requirements within agreed TAT

Customer Relationship Management:

  • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

For Voice processes Only:

:

  • Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/customer & educate customer.
  • Connect with the customer & provide highest level of customer satisfaction.
  • Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
  • Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
  • Process Executives are expected to call back on time.

Process Improvements and Adherence:

  • Meet process SLAs/metrics - productivity and quality targets within the established timelines.
  • Ensure process guidelines are followed and met as documented.
  • Stay updated with the process knowledge/changes refer to knowledge updates/repositories to effectively process transactions.
  • Adhere to security practices set by organization.

Project Control, Management and Review/Program delivery:

  • Receive tickets/work on issues related to respective process.
  • Raise/update CRM tool under required categories for issues identified or escalate to the SME/TL.

For Voice Processes Only:

:

  • Receive Inbound calls/make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc.
  • Make outbound calls to follow up/confirm resolution.

People/Team:

  • Contribute to and participate proactively in knowledge sharing sessions.
  • Participate and contribute to organizational activities.

Must Have Skills

  • Speaking English
  • Speaking Spanish

Good To Have Skills

  • After Sales & Service (Tech)