Process Associate-Voice

HCL Technologies Limited; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

HCL Technologies Limited is seeking a customer support professional to independently assist customers, address queries, and resolve end-user issues in line with defined SLA and quality standards.

The role emphasizes improving skills through self-development, meeting quality scores, and working effectively in a team to achieve common goals. You will contribute to CSAT targets and overall process improvements while representing a global technology leader.

Qualifications

• Experience in customer support and resolving queries in line with defined SLA and quality standards.
• Ability to work effectively in a team while maintaining high CSAT scores.
• Strong communication and problem-solving skills.

Responsibilities

• Provide information to customers and resolve end-user issues as per defined SLA and quality standards.
• Meet defined CSAT targets and contribute to process improvements.
• Collaborate with team members to achieve common goals and maintain service quality.
• Continuously develop skills through training and self-learning programs.

Skills

Customer support

CSAT handling

SLA adherence

Team collaboration

Job description

To work independently and provide information to their customer regarding their queries and resolve the end customer issues as per defined SLA and quality standards.

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.

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 223,000 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 June 2026totaled $14.8billion.