Connecting Odds
HCLTech

Senior Process Associate - Order Mgmt - Lead to Cash

HCLTech
Bengaluru, Karnataka, IndiaPosted about 1 month agoDiscoveredMatch locked
Full-time3+ years exp

Job Summary

The Senior Process Associate plays a crucial role in handling / overseeing customer support operations within the Delivery Operation (Non-Voice) area. This mid-level professional ensures efficient order management, high-quality customer interactions, and continuous improvements in workflow processes, contributing significantly to the overall objectives of the organization.

Key Responsibilities

  • Handle customer inquiries via phone, email, chat, and ticketing systems.
  • Resolve customer issues efficiently while ensuring a high level of customer satisfaction.
  • Manage customer accounts, update records, and maintain accurate documentation.
  • Track, monitor, and escalate customer concerns as required.
  • Prepare and analyze customer service reports, trends, and performance metrics.
  • Collaborate with internal teams to ensure timely resolution of customer requests.
  • Monitor KPI adherence and support continuous process improvement initiatives.

Required Skills

•

3–4 years of experience

in Customer Service, Customer Support, Client Servicing, or Customer Operations.

  • Strong knowledge of

Microsoft Excel

, including

Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Conditional Formatting, Data Validation, Reporting, and Dashboard Creation

.

  • Excellent verbal and written communication skills.
  • Strong problem-solving, analytical, and multitasking abilities.
  • Experience with CRM and ticketing tools such as Salesforce, Zendesk, ServiceNow, or similar platforms will be an added advantage.

Preferred Qualification

Any bachelor's degree

  1. Optional But Valuable: Certified In Order Management Or Customer Service Excellence

Not included in the source posting: about the role, benefits.

Skills

excelsalesforce

Who can apply

The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.

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