At a Glance
- Tasks: Provide first-level support and assist users with service requests from the comfort of your home.
- Company: Join a dynamic team focused on customer satisfaction and innovative solutions.
- Benefits: Enjoy 25 days holiday, sick pay, employee discounts, and professional development opportunities.
- Other info: Flexible shifts, work-from-home options, and great career growth potential await you!
- Why this job: Make a real difference by helping users and enhancing their experience with technology.
- Qualifications: 12-18 months in customer service and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
This role provides first-level support, service restoration, and fulfillment of service requests, advising users to ensure maximum availability, performance, and utilization of knowledge and information systems. A systematic, disciplined, analytical approach is applied to problem solving to meet set standards and agreed procedures.
Shift Pattern:
- Morning: 06:00 - 14:30
- Afternoon: 14:00 - 22:30
- Night: 22:00 - 06:30
All shifts rotate monthly and are work-from-home. The role requires flexibility to work across all shift types, including nights, and may require occasional presence at the office during core business hours (07:00 - 18:00).
Responsibilities:
- Improve user confidence in the self‑service portal.
- Assist callers in logging a case for the issue they are experiencing.
- Assist in modification of user profiles based on Service Requests / Work orders (Tickets).
- Participate in an on‑call rota, providing 24‑hour, first‑line support service to users.
- Deliver a first‑line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e‑mail.
- Update incidents with detailed and relevant information in a timely and effective manner.
- Provide updates to customers regarding specific incidents and manage a trouble ticket through to resolution.
- Escalate incidents or troubleshoot tickets according to the company escalation processes.
- Ensure Customer Service Level Agreements are met or exceeded.
- Respond to customer enquiries in a timely and efficient manner.
- Ensure appropriate documentation of the interaction on the customer's account in the prescribed format.
- Execute transactions as per prescribed guidelines and timelines.
- Ensure customer/user confidentiality and data protection at all times.
Qualifications & Skills:
- 12-18 months' work experience in Customer Service.
- Experience working within a Customer Service Desk environment.
- Proactive and show the utmost respect for customer's time.
- Good time management, ensuring all contacts with customers add value.
- Ability to multitask.
- Excellent verbal and written communication skills.
- High level of interpersonal skills and active listening.
- Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels.
- Business etiquette.
- Aptitudes: identification of problems and solutions, analysis of data, presentation of technical functionality to a non‑technical audience.
- Working knowledge of MS Office products.
- General support knowledge of operating systems across various platforms and productivity applications such as MS Outlook, MS Excel, Lotus Notes etc.
- Ability to work as part of a team or on own initiative.
- Customer focused, proactive, self‑motivated, patient, innovative, flexible.
- Analytical and problem‑solving skills.
- Active listening and questioning, eye for detail, root cause analysis, avoid repeat contacts.
Benefits:
- 25 days holiday (excluding bank holidays); leave year runs from April 1 to March 31.
- Sick pay: 3 paid days in a 12‑month period.
- Employee discounts via Perk Box.
- Access to training platform for professional development (Lex).
- Pension: employer contribution 3%, employee contribution 5% (total 8% of designated banding).
- Income protection.
- Employee Assistance Program (EAP).
Process Executive - Customer Service Representative employer: Infosys Limited
Join a dynamic team as a Process Executive - Customer Service Representative, where you will enjoy a flexible work-from-home environment with rotating shifts that promote work-life balance. Our company prioritises employee growth through access to professional development training and offers a supportive culture that values customer service excellence. With competitive benefits including generous holiday allowance, pension contributions, and employee discounts, we are committed to fostering a rewarding workplace for all our staff.
StudySmarter Expert Advice🤫
We think this is how you could land Process Executive - Customer Service Representative
✨Tip Number 1
Get your research game on! Before any interview, dive into the company’s values and culture. This will help you tailor your responses and show that you’re genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills match the role of a Process Executive and be ready to share examples from your past experiences.
✨Tip Number 3
Don’t forget to ask questions! At the end of the interview, have a couple of thoughtful questions ready about the role or the team. It shows you’re engaged and keen to learn more about how you can contribute.
✨Tip Number 4
Follow up after your interview! A quick thank-you email reiterating your interest in the position can set you apart from other candidates. Plus, it’s a great way to keep the conversation going!
We think you need these skills to ace Process Executive - Customer Service Representative
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Process Executive role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've handled customer inquiries or resolved issues in the past. We love a good story!
Show Off Your Communication Skills:Since this role requires excellent verbal and written communication, make sure your application reflects that. Keep your language clear and concise, and double-check for any typos. We appreciate attention to detail!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Infosys Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Process Executive - Customer Service Representative. Familiarise yourself with the key tasks like providing first-level support and managing service requests. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is all about customer service, be ready to share specific examples from your past experiences. Think of situations where you improved user confidence or resolved issues efficiently. Highlight your ability to multitask and manage time effectively, as these are crucial for success in this position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and how you handle customer interactions. Practice answering scenario-based questions, such as how you would deal with a frustrated customer or how you would prioritise multiple service requests. This will help you think on your feet during the interview.
✨Demonstrate Flexibility and Team Spirit
Given the rotating shift patterns and the need to work both independently and as part of a team, be prepared to discuss your flexibility and teamwork skills. Share examples of how you've adapted to changing schedules or collaborated with colleagues to achieve common goals. This will show that you're a good fit for the company's culture.
