Senior Process Associate
India
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Job Description
Senior Process Associate
Bangalore, Karnataka

Job Summary

The Query agent’s objective is to achieve the Query targets set for his/her group. Query Agent should consider each query as their own query and resolve them and ensure that 100% satisfied for both Xerox and customers.

 

Key components of success will include:

 

  • Achievement of monthly/quarterly targets and SLA
  • Regular communication to Team Leader 
  • Robust escalation process.
  • Resilient under pressure and ability to quickly adapt to unforeseen work demands.
  • Committed approach to team work.

 

Key Responsibilities

  • Ensure that queries are assigned in a timely manner.
  • Daily validation and follow up of the queries through E-mail which are work in progress with the Query Agent.
  • Monitoring of billing holds
  • Ensure that they support in closing the queries in order to achieve Monthly / Quarterly targets set.
  • Ensure that the E-mails are responded within 24 hours
  • Identifying system issues and logging Solution Manger tickets to resolve
  • Quality to be maintained before  the closure of the queries
  • Promote Portal usage – self-service for meter reading entry
  • Able to work under pressure and reach targets to the best of your abilities.
  • Where problems cannot be personally resolved use judgement to forward issue’s as appropriate and manage their timely resolution.
  • Escalate, to the next level, any unresolved Queries in a timely manner.
  • To work on ad hoc duties as required.
  • To ensure compliance with T&C’s and Business Rules and absolute compliance with corporate guidelines encompassing in particular ethical and financial rules.
  • To ensure strict adherence to IC & Sarbox requirements

 

 

Skill Requirements

  • University Level education (desirable)
  • Min of 3 years’ experience of Pan-European OTC Environment
  • Proven track record in meeting targets and SLA’s.
  • PC literacy, particularly in MS Office (Windows NT).
  • Demonstrate a customer focused orientation
  • Excellent analytical and problem solving skills.
  •  

Other Requirements

  • Fluency in (specific language), both written and verbal.
  • Results / Target driven
  • Self-motivated and willing to learn new skills
  • Team Player
  • Ability to work on own initiative
  • Adaptable to a changing environment & flexible with regard to working patterns
  • Excellent communication and negotiation skills
  • Excellent Customer Care skills

Computer literate
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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 230,000 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 September 2026 totaled $14.8 billion.