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Senior Process Associate

Date Posted: Nov 14, 2026
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Job Detail

  • location_on
    Location Bengaluru, Karnataka, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 29, 2026
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Job Description

Job Summary

The Query agent’s objective is to achieve the Query targets set for his/her group. Query Agent should consider each query as their own query and resolve them and ensure that 100% satisfied for both Xerox and customers.

 

Key components of success will include:

 

  • Achievement of monthly/quarterly targets and SLA
  • Regular communication to Team Leader 
  • Robust escalation process.
  • Resilient under pressure and ability to quickly adapt to unforeseen work demands.
  • Committed approach to team work.

 

Key Responsibilities

  • Ensure that queries are assigned in a timely manner.
  • Daily validation and follow up of the queries through E-mail which are work in progress with the Query Agent.
  • Monitoring of billing holds
  • Ensure that they support in closing the queries in order to achieve Monthly / Quarterly targets set.
  • Ensure that the E-mails are responded within 24 hours
  • Identifying system issues and logging Solution Manger tickets to resolve
  • Quality to be maintained before  the closure of the queries
  • Promote Portal usage – self-service for meter reading entry
  • Able to work under pressure and reach targets to the best of your abilities.
  • Where problems cannot be personally resolved use judgement to forward issue’s as appropriate and manage their timely resolution.
  • Escalate, to the next level, any unresolved Queries in a timely manner.
  • To work on ad hoc duties as required.
  • To ensure compliance with T&C’s and Business Rules and absolute compliance with corporate guidelines encompassing in particular ethical and financial rules.
  • To ensure strict adherence to IC & Sarbox requirements

 

 

Skill Requirements

  • University Level education (desirable)
  • Min of 3 years’ experience of Pan-European OTC Environment
  • Proven track record in meeting targets and SLA’s.
  • PC literacy, particularly in MS Office (Windows NT).
  • Demonstrate a customer focused orientation
  • Excellent analytical and problem solving skills.
  •  

Other Requirements

  • Fluency in (specific language), both written and verbal.
  • Results / Target driven
  • Self-motivated and willing to learn new skills
  • Team Player
  • Ability to work on own initiative
  • Adaptable to a changing environment & flexible with regard to working patterns
  • Excellent communication and negotiation skills
  • Excellent Customer Care skills

Computer literate

Source: HCLTech careers — Read the original posting and apply

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Company Overview

HCLTech
HCLTech · Noida, Uttar Pradesh, India
12,215 open roles

HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More

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