Objectives
Written Correspondence team will be responsible for researching written complaints and providing a written response addressing all issues identified in the complaint. The Complaints Resolution Specialist will be responsible for the thorough investigation and resolution of customer complaints.
Key Result Areas (KRAs)
Productivity:
Ø Process associate is expected to meet or exceed the set / agreed target in a given timeframe, both during the training period and in the period following training.
Ø The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.
Quality:
Ø Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.
Ø The quality targets will be revised based on the tenure and any such changes will be made known to the associate.
Feedback:
Ø Process associate is expected to be open and receptive to feedback and should view the feedback mechanism as a tool for constant self-improvement and process development.
Key Responsibilities:
Conduct detailed research on written complaints received from customers.
Analyze the issues identified in the complaints and gather necessary information for resolution.
Provide comprehensive written responses to customers, addressing all concerns raised in the complaints.
Utilize critical thinking skills to evaluate the validity of complaints and to propose effective solutions.
Collaborate with various departments to gather insights and information pertinent to the complaints.
Maintain accurate records of customer interactions, complaints, and resolutions.
Continuously improve the complaints handling process by identifying trends and recommending changes.
Qualification:
· Graduate/Diploma (3 year) in any discipline. Bachelor’s degree in accounting or finance or related field would be preferable
- Proven experience in customer service or complaints handling.
- Strong critical thinking and problem-solving skills.
- Excellent written communication skills with the ability to convey complex information clearly and concisely.
- Proficiency in data analysis and research.
- Ability to work independently and exercise sound judgment.
- Good keyboard skills – Formal Training in Typing would be an added advantage. Typing speed of 40 wpm.
- Good customer service attitude.
- Stress tolerance - Ability to work accurately under pressure.
- Good Team Player
- Willingness to work in night shifts(8.30 pm IST to 6:30 am IST)
Preferred Skills:
- Experience in a regulated industry, understanding compliance and legal implications of customer complaints.
- Familiarity with customer relationship management (CRM) systems.
This job description aligns with the responsibilities and skills required for the role as described. It emphasizes the importance of critical thinking and written communication in resolving customer complaints effectively. If you need further customization or additional details, please let me know.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
