Senior Process Executive

Executes transactions as per prescribed guideline, and timelines and execute predefined procedure with the objective to meet SLA target and to ensure that the performance parameters are met and exceeded within the guidelines, policies and norms of the company. The performance indicators for the role would be

1. SLA compliance - Execute transactions as per prescribed guidelines and timelines
2. Effectively execute the calls of the customer, resolve queries as per deliverables outlined
3. Maintain call support quality as per the prescribed standard, handles repetitive calls and strive for target maximization in order to meet quality standard
4. Resolves individual cases that need re-work in order to ensure highest customer satisfaction score from the end user
5. Share and capture the experiences in order to facilitate capture tactic knowledge Monitor workload, prioritize tasks effectively, and ensure efficient multitasking across multiple cases.

• 1 – 5 years of experience in similar role
• Good communication skills both written and verbal
• Basic Computing and Numeracy Skills
• Ability in handling difficult customers
• Ability to persuade people
• Ability to work in pressure situation