Senior Process Associate - Customer Care

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

• 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.

Skill Requirements

• Proficiency in customer service principles and practices, demonstrating a strong service mindset.
• Excellent verbal and written communication skills, ensuring effective interaction with customers and team members.
• Ability to analyze customer issues and provide resolutions, showcasing problem-solving capabilities.
• Familiarity with performance metrics and SLAs, contributing to project outcomes and maintaining quality standards.
• Strong adherence to company policies and guidelines, including confidentiality and ethical conduct.

Other Requirements

• Optional but valuable certifications in customer service excellence or related fields

Maximum Salary (US): 33280 Minimum Salary (US): 29120

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.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.