Senior Process Executive - Customer Service Representative

Role: Customer Service

Location: Warwick

About Infosys BPM Ltd

Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for clients across the globe. Our integrated IT and BPM solutions approach enables us to unlock business value across industries and service lines, addressing business challenges for clients.

We leverage innovative business excellence frameworks, productivity improvements, process reengineering, automation, and cutting-edge technology platforms to help clients achieve cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Position Summary

Provide 1st level support, service restoration, fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

Working Hours / Shift Pattern

This is a 24/7 rotational role with the following shifts (Including weekends):

• Morning: 06:00 – 14:30
• Afternoon: 14:00 – 22:30
• Night: 22:00 – 06:30

Shifts rotate monthly across all patterns. All shifts are work from home. Please note: this role requires flexibility to work across all shift types, including nights, as part of the rotation. This role is primarily work from home; however, flexibility to work from the office during core business hours (07:00 – 18:00), where required, is essential.

Required Skillset

• Analytical and Problem-solving skills
• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically
• 12-18 months’ work experience in Customer Service
• Experience of working within a Customer Service Desk environment.
• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. Offering advice to end users on all IT related areas.
• This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
• Communicate at all levels
• Ability to work across organizational and professional boundaries
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• 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, general productivity applications like 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

Responsibilities

• To improve user confidence in the user’s self-service portal.
• Assist the caller in logging a case for the issue they are experiencing
• Assist in modification of user profiles based on Service Requests / Work orders (Tickets)
• To participate in an on-call Rota, providing 24-hour, first line support service to users.
• To 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 with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident 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;

Benefits

• 25 days holiday excluding Bank Holiday’s Leave Year runs from April 1 to March 31
• Sick Pay (3 paid Days in a 12-month period)
• Employee discounts – Perk Box
• Access to training platform for PD – Lex
• Pension – employer contribution 3% employee contribution 5% - total 8% of designated banding
• Income Protection
• Employee Assistance Program(EAP)