Senior Process Specialist - Brazil

Infosys; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading global technology company is seeking professionals for the Service Desk role in São Paulo, Brazil. The successful candidate will be responsible for providing first-line support, resolving customer queries, and maintaining service level agreements. Candidates should have relevant experience in customer service, excellent communication skills, and the ability to multitask effectively. This position offers flexible working hours and a comprehensive benefits package.

Serviços

Transport vouchers

Meal vouchers

Childcare assistance

Life insurance

Medical and dental insurance

Qualificações

• Min. 18-24 months work experience in customer service.
• Problem-solving skills and quick thinking.
• Ability to multitask and show respect for customers' time.

Responsabilidades

• Provide a 24-hour first line support service.
• Resolve customer queries professionally.
• Document interactions on customers' accounts.

Conhecimentos

Active listening

Analytical problem solving

Communication skills

Time management skills

Conflict resolution skills

Formação académica

Graduate in any discipline

Descrição da oferta de emprego

Infosys Brazil is looking for professionals with the profile of Service Desk to join our team.

Responsibilities

• Min. 18-24 months work experience customer service field.
• Excellent communication skills
• Job duties and responsibilities
• To improve customer confidence being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively resolve customer queries within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rota providing a 24 hours first line support service to users.
• Handle escalations and dispute in an effective manner and resolve the customer query
• 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 customers account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer / user confidentiality and data protection at all times
• Education and other requirement
• Graduate in any discipline
• Willingness to work in rotational shifts
• Problem solving and dispute resolution skills
• Dispute handling and conflict resolution skills
• Time Management Skills
• Being proactive and show the utmost respect for customers time
• Good time management ensuring all contacts with customers add value
• Ability to Multitask
• Communication & Relationships Skills
• 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.

Qualifications

• 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

Additional Information

Type of work: CLT Flexible hours.

Benefits package:

• Transport vouchers
• Meal vouchers
• Childcare assistance
• Life insurance
• Funeral assistance
• Medical and dental insurance

Career: Global work on national and international clients and / or projects possibility of international career movement.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse / family member of a protected veteran; or disability.

Required Experience: Senior IC

Key Skills

• HR Executive Recruitment, Internship, Information Technology Sales, Furniture, Administration Support

Employment Type: Full Time

Experience: years

Vacancy: 1