Process Associate-Voice
India
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Job Description
Process Associate-Voice
Bengaluru, Karnataka

Job Summary

  • Answer inbound phone calls
  • Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
  • Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
  • Guide customers on self-service enablement
  • Advise customers on SR/ASR/Incident priority validating business justification
  • Upgrade/downgrade ticket priority for incidents aligned with business justification
  • Support customer queries on lead time.
  • Support customers in finding the right stakeholders to connect with for addressing their queries.
  • Guide customers how to schedule an expert consultation
  • First Level Resolution for basic queries/ issues
  • Monitor inbound e-mails and manually create cases where automated case creation fails.
  • Monitor unassigned cases and service request tickets
  • Dispatch cases to regional CoEs and assign cases and service request tickets to processors
  • Ensure proper documentation (calls or ticket) for follow-up/ resolution
  • Support the shift coordinators and global head with operational activities
  • Ramp up quickly on the technical and functional domains
  • Identify, analyze, and resolve customer issues, independently
  • Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
  • Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
  • Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
  • Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation

Key Responsibilities

1. Improving Skill Level Through Self Development / Nominating Training Programs Skill Reverification Tests
2. Meet The Defined Quality Scores And Process Improvement
3. The Individual Should Be Able To Work Effectively In A Team Whilst Enthusing Others To Do The Same For Achievement Of Common Goals Of The Team
4. To Consistently Meet Or Exceed Csat Parameters As Defined For The Process.

Skill Requirements

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Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.