Senior Process Associate - Customer Care

HCLTech; Dadri; On-site; INR 500,000 - 900,000; Full time

Job summary

HCL Technologies Limited in India is seeking a Senior Process Associate for Customer Care to manage complex calls and resolve escalated issues while maintaining high customer satisfaction and NPS.

The role emphasizes a service mindset, adherence to processes, and ongoing process improvements to deliver quality customer interactions and operational excellence.

Qualifications

• Experience applying customer service principles and maintaining a service mindset.
• Strong verbal and written communication for customer and team interactions.
• Ability to analyze issues and provide effective resolutions.
• Familiarity with performance metrics and SLAs to measure quality.
• Adherence to company policies and ethical standards.

Responsibilities

• Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
• Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
• Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
• Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
• Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skills

Customer Service Principles & Practice

Verbal & Written Communication

Analytical Problem-Solving

Metrics & SLAs

Policy Adherence

Job description

Career Opportunities: Senior Process Associate - Customer Care (180944)

Requisition ID180944-Posted11/06/2026

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

Key Responsibilities

• 1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
• 2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
• 3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
• 4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
• 5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

• 1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
• 2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
• 3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
• 4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
• 5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

• 1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields