Senior Process Executive

Infosys Limited; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Infosys BPM Limited in Bangalore is seeking a Senior Process Executive to join the BPO Service Line. The role involves handling first-line support, improving processes, and ensuring SLA-driven service delivery during night shifts.

You should be a graduate with 1-3 years of experience, ready for on-call rotation and data-protection standards while delivering customer-focused service.

Qualifications

• Graduate degree required.
• 1–3 years of work experience.

Responsibilities

• Improve user confidence in using computer software with empathetic support.
• Help implement and improve processes and procedures within the team.
• Troubleshoot incidents and service requests to resolve within agreed timelines.
• Participate in on-call rotation for 24-hour first line support.
• Deliver first line support via the Service Desk across multiple channels.
• Update incidents with detailed information and provide updates to customers.
• Escalate incidents per company policies to ensure resolution.
• Meet or exceed Customer Service Level Agreements.
• Respond promptly to customer inquiries and document interactions.
• Execute transactions per guidelines and protect customer confidentiality.

Education

Graduate

Job description

BANGALORE, Infosys BPM Limited Senior Process Executive

Job ID/Reference Code PROGEN-EXTERNAL-254969

Work Experience 1 - 3 Years

Job Title Senior Process Executive

Educational Requirements Graduate

Service Line BPO Service Line

Responsibilities

• To improve user confidence in the user of computer software, 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 troubleshoot to identify, assess, record, resolve and / or escape incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rotational, providing 24 hours, 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

Additional Responsibilities:

Location - BangaloreEducation - Any graduateExperience - 1-2 yearsShifts - Night shifts