Senior Process Associate - Technical
HCL Technologies
IT
Job Summary
Key Responsibilities
2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.
Skill Requirements
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service
Other Requirements
Why HCLTech?
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 226,300 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 December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
