Senior Process Executive - Customer Service Representative

Infosys Limited; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Infosys BPM Limited seeks a Senior Process Executive - Customer Service Representative in Bangalore. The role focuses on delivering high-quality customer interactions with strong communication, empathy, and professional call handling.

You will navigate client processes, resolve routine issues, and contribute ideas for workflow improvements. The ideal candidate has 1–3 years of experience, a BCom degree, and a customer-service mindset.

Qualifications

• Strong communication and soft skills for customer dialogue.
• Ability to empathize with customers and relate to their concerns.
• Ability to listen actively and respond appropriately.
• Ability to handle complicated concerns and provide alternatives.
• Proficiency with basic client process knowledge and workflows.

Responsibilities

• General Skills (Communication and SoftSkills)- listen and respond appropriately to build a positive experience.
• Empathize and relate to customers.
• Prioritize the customer’s needs and concerns during calls.
• Handle complicated concerns and provide alternatives mindful of business impact.
• Structure calls in an organized, efficient, professional manner.
• Present oneself as positive, polite, and professional during calls.
• Basic knowledge of overall client process.
• Identify routine customer needs/problems and determine solutions using current workflow.
• Propose improvements to own work area.
• Demonstrate technology savviness and adapt to changes in tools/processes.
• Additional years of customer service and contact center experience.

Skills

Communication skills

Empathy

Active listening

Customer service

Problem solving

Adaptability to tools/processes

Education

BCom

Job description

BANGALORE, Infosys BPM Limited Senior Process Executive - Customer Service Representative

Job ID/Reference Code

PROGEN-EXTERNAL-255035

Work Experience

1 - 3 Years

Job Title

Senior Process Executive - Customer Service Representative

Educational Requirements

BCom

Service Line

BPO Service Line

Responsibilities

• General Skills (Communication and SoftSkills)- 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 thecustomer
• Ability to present oneself as positive,polite, and professional throughout the call
• Technical Skills- Basic knowledge and understanding of overall client process
• Identifies routine customer needs/problems and determines solutions/options to resolve problems using current workflow
• Comes up with new idea/s to improve own work area
• Technical functional knowledge – possesses technology savviness and adept in adapting to any changes in tools and processes
• Additional years of Customer service and contact center experience- Willing to perform other duties as assigned

Preferred Skills

Customer Service->Regular Customer Service