Senior Process Executive - Customer Service Representative

Infosys BPM Ltd.; Bengaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

Infosys BPM Ltd. in Bengaluru is seeking a customer service associate to listen actively, empathize with customers, and build a positive service experience across calls.

You will prioritize customer needs, resolve routine and complex issues with appropriate alternatives, stay organized and professional, and adapt to evolving client processes and tools within the BPO service line.

Qualifications

• Listening and communication skills to build positive customer dialogue.
• Empathy and rapport with customers.
• Ability to prioritize customer needs.
• Resolve complex concerns with alternatives while considering business impact.
• Structured, organized, and professional call handling.
• Professional demeanor on calls.
• Understand overall client processes.
• Identify routine needs and offer solutions using current workflow.
• Tech savviness and adaptability to tools and processes.

Responsibilities

• Listen actively and respond appropriately to build a positive customer experience.
• Empathize and relate to customers.
• Prioritize the customer's needs and concerns throughout the call.
• Handle complicated concerns and provide alternate solutions considering business impact.
• Structure calls in an organized, efficient, and professional manner.
• Present oneself as positive, polite, and professional throughout the call.
• Basic knowledge and understanding of overall client process.
• Identify routine customer needs/problems and determine solutions using current workflow.
• Demonstrate tech savviness and adapt to changes in tools and processes.

Skills

Active listening

Empathy

Customer prioritization

Problem solving

Structured calls

Professional demeanor

Process knowledge

Workflow adaptation

Tech savviness

Education

BCom

Job description

Roles & Responsibilities

• Ability to effectively listen and respond appropriately, probe and position to create a dialogue with the customer to build a positive experience
• Ability to empathize and relate to customers
• Prioritize the customer's needs and concerns throughout the call
• Ability to efficiently handle complicated concerns and provide alternate solutions or options while keeping in mind customer's needs and considering business impact
• Can structure a call in an organized,efficient, and professional manner which is easy to understand by the customer
• Ability to present oneself as positive,polite, and professional throughout the call
• Basic knowledge and understanding of overall client process
• Identifies routine customer needs/problems and determines solutions/options to resolve problems using current workflow
• Technical functional knowledge - possesses technology savviness and adept in adapting to any changes in tools and processes

Educational Requirement

• BCom

Preferred Skills

• Customer Service->Regular Customer Service

Service Line

• BPO Service Line