Senior Process Executive

Cognizant Technology Solutions; Chennai District; On-site; INR 300,000 - 540,000; Full time

Job summary

Cognizant Technology Solutions in Chennai is seeking a Senior Process Executive to manage day-to-day customer interactions via calls, emails, or chat, ensure service delivery quality, and document issues accurately.

You will analyze process performance, contribute to improvements, and collaborate with teammates to maintain compliance and a positive work environment, with rotational shifts if required.

Qualifications

• Strong Analytical Skills to interpret data, identify patterns, and support process improvements.
• Customer Support and Customer Service skills to manage inquiries, address concerns, and deliver professional, empathetic assistance.
• Excellent Communication skills to interact clearly and effectively with customers and internal stakeholders.
• Focus on Customer Satisfaction, with the ability to manage expectations and build long-term relationships.
• Ability to work in a structured, target-driven environment with attention to detail and accuracy.
• Proficiency with common office and CRM tools; familiarity with ticketing or case management systems is an advantage.
• Previous experience in a process-oriented, customer-facing or BPO environment is preferred.
• Bachelor’s degree in any discipline or equivalent professional experience.

Responsibilities

• Manage day-to-day process operations, resolving customer queries, and ensuring service delivery meets defined quality standards.
• Document issues accurately and provide timely resolutions that support customer satisfaction and loyalty.
• Analyze process performance, identify areas for improvement, and collaborate with team members and supervisors to implement enhancements.
• Adhere to organizational policies, participate in training, and contribute to a positive, inclusive work environment.

Skills

Analytical skills

Customer support

Communication skills

Customer satisfaction

Attention to detail

BPO experience

Education

Bachelor’s degree in any discipline

Tools

CRM tools

Ticketing systems

Job description

Company Description Cognizant Technology Solutions is a global professional services company that helps clients modernize technology, reimagine processes, and transform experiences. The organization partners with businesses across industries to deliver digital solutions that improve efficiency and customer outcomes. Known for a collaborative culture and focus on continuous learning, Cognizant offers opportunities to work with leading technologies and international teams. Team members benefit from structured career development, performance-driven growth, and exposure to diverse client environments.
Role Description The Senior Process Executive is a full-time, on-site role based in Chennai. This role involves managing day-to-day process operations, resolving customer queries, and ensuring service delivery meets defined quality standards. The Senior Process Executive will handle customer interactions through calls, emails, or chat, document issues accurately, and provide timely resolutions that support customer satisfaction and loyalty. Responsibilities include analyzing process performance, identifying areas for improvement, and collaborating with team members and supervisors to implement enhancements. The role also requires adherence to organizational policies, participation in training, and contribution to a positive, inclusive work environment.
Qualifications

• Strong Analytical Skills to interpret data, identify patterns, and support process improvements.
• Customer Support and Customer Service skills to manage inquiries, address concerns, and deliver professional, empathetic assistance.
• Excellent Communication skills to interact clearly and effectively with customers and internal stakeholders.
• Focus on Customer Satisfaction, with the ability to manage expectations and build long-term relationships.
• Ability to work in a structured, target-driven environment with attention to detail and accuracy.
• Proficiency with common office and CRM tools; familiarity with ticketing or case management systems is an advantage.
• Previous experience in a process-oriented, customer-facing or BPO environment is preferred.
• Bachelor’s degree in any discipline or equivalent professional experience.
• Willingness to work in rotational shifts if required and to adhere to organizational compliance and data privacy standards.