Log In
Sign Up
Private Jobs / Private Sector
Infosys BPM Limited Hiring for Process Specialist – Customer Service Representative at Gurgaon Full Time
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
Educational Requirements Graduate
Purpose of the Role Listen to customer issues and provide solution. Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and Infosys. Work closely with Team Lead on all activities. Educational Qualification Graduate / Engineering or Technical Qualification Preferred Language Requirement Excellent communication skills – spoken and written English. Able to converse and provide technical support in English through Phone Calls (mandatory) along with other channels – Emails, ticketing tool & Live Chat. Minimum Experience 2 years. With experience in voice process – help desk/ service desk / tech support Areas of Responsibility 1. Transition Coordination – Process definition & documentation 2. SLA Compliance 3. Process Compliance 4. Customer Interaction 5. Knowledge Management 6. Process Re-engineering 7. Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc Minimum Technical Knowledge Required Good knowledge and experience in ticketing procedure, prioritization of tickets, experience on common ticketing tools – SalesForce, Service Now, BMC Remedy, etc. • Understanding of common computer hardware • Understanding of common technical terminology • Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access) • Team member participates on the AITC Disaster Recovery team. • Displays superb customer service skills and capabilities • Basic Operating System knowledge (Apple and Windows 7,8,10) • Knowledge of various mobile devices (Apple, Android, Windows) • Formulate gathered unstructured information to a formal requirement • Good analytical ability • Ability to navigate common user interface elements • Good listening skills – ability to understand ambiguous information, probe and consolidate into useable data • Communicate to the user in a way, the user is most comfortable with • Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools • Ability to contribute to the knowledge base with appropriate knowledge artifacts Selection Process: 1) HR screening 2) Personal screening, 3) Berlitz language assessment criteria set by CS team. Other Requirement Willingness to work in rotational shifts-24/7 shift
null
Customer Service->Voice
Work Experience 2
Purpose of the Role Listen to customer issues and provide solution. Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and Infosys. Work closely with Team Lead on all activities. Educational Qualification Graduate / Engineering or Technical Qualification Preferred Language Requirement Excellent communication skills – spoken and written English. Able to converse and provide technical support in English through Phone Calls (mandatory) along with other channels – Emails, ticketing tool & Live Chat. Minimum Experience 2 years. With experience in voice process – help desk/ service desk / tech support Areas of Responsibility 1. Transition Coordination – Process definition & documentation 2. SLA Compliance 3. Process Compliance 4. Customer Interaction 5. Knowledge Management 6. Process Re-engineering 7. Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc Minimum Technical Knowledge Required Good knowledge and experience in ticketing procedure, prioritization of tickets, experience on common ticketing tools – SalesForce, Service Now, BMC Remedy, etc. • Understanding of common computer hardware • Understanding of common technical terminology • Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access) • Team member participates on the AITC Disaster Recovery team. • Displays superb customer service skills and capabilities • Basic Operating System knowledge (Apple and Windows 7,8,10) • Knowledge of various mobile devices (Apple, Android, Windows) • Formulate gathered unstructured information to a formal requirement • Good analytical ability • Ability to navigate common user interface elements • Good listening skills – ability to understand ambiguous information, probe and consolidate into useable data • Communicate to the user in a way, the user is most comfortable with • Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools • Ability to contribute to the knowledge base with appropriate knowledge artifacts Selection Process: 1) HR screening 2) Personal screening, 3) Berlitz language assessment criteria set by CS team. Other Requirement Willingness to work in rotational shifts-24/7 shift
null
Customer Service->Voice
Work Experience 2