Senior Process Executive - CX · Bengaluru

Cognizant is a leading global professional services company transforming clients' business and operating models. We are seeking a Senior Process Executive for our CX Backoffice Helpdesk in Bengaluru.

Key Responsibilities

• Process and resolve customer queries, escalations, and backoffice tickets within agreed SLAs.
• Review inbound requests to verify documentation, user details, and operational requirements.
• Troubleshoot standard customer service inquiries using internal knowledge bases and support systems.
• Maintain accurate logs and records of customer interactions across ticketing platforms.
• Coordinate with cross-functional teams to resolve complex or blocked backoffice issues.
• Identify recurring trends in customer complaints and provide feedback for process optimization.
• Ensure complete adherence to quality assurance standards, data privacy, and compliance guidelines.
• Draft professional and empathetic email communications to update clients on issue status.
• Participate in regular team huddles, calibration sessions, and refresher training programs.
• Contribute to workflow improvements to increase first-contact resolution rates.