Customer Service Representative | Alabang

INFOSYS BPM LIMITED Philippine Branch; Muntinlupa; On-site; PHP 279,000 - 391,000; Full time

Job summary

Infosys BPM Philippines is seeking a customer service specialist to assist customers via calls, email, and chat, delivering timely resolutions in a 24/7 shift environment.

Ideal candidates have strong communication skills, a teachable attitude, and the ability to learn quickly, with BPO experience and on-site work at Alabang, Muntinlupa or nearby areas.

Qualifications

• Excellent communication skills, teachable attitude and quick to learn.
• Bachelor’s degree in any field; some college accepted with relevant BPO experience.
• Ability to work in a 24/7 shift and handle multiple channels (phone, email, chat).
• Candidates near Alabang/Muntinlupa preferred.
• Willingness to work in non-voice or strictly on-site roles as per internal decisions.

Responsibilities

• Assist customers via calls, email, and chat, providing timely resolution.
• Deliver personalized service and explain product options to clients.
• Identify root causes of issues and suggest solutions.
• Maintain confidentiality and privacy standards.
• Meet program KPIs and SLAs as part of performance evaluation.

Skills

Communication skills

Teachable

Quick learner

Adaptability

Multichannel support

Education

Bachelor's degree in any field

Some college (1st year)

Tools

MS Teams

Webex

Email & chat platforms

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Assist customers via multiple support channels which may include calls (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction

• Deliver a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.

• Research and evaluate possible solutions to complex problems that require identifying the root cause and some deviations from procedures.

• Take ownerships in customer's concern and anticipate future issues to avoid repeated issues or escalations

• De-escalate client/customer experience situations effectively while guiding client/customer through complex and unique inquiries.

• Understand how systems connect to processes and outcomes.

• Drive change and embrace continuous improvement by creating processes and provisions to accommodate change.

• Foster a professional relationship with our customers/clients to enhance brand loyalty.

• Handle transactional responsibilities while adhering to strict confidentiality and privacy standards.

• Adept at shifting work priorities to meet the needs of the business and customer demand.

• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation

• Adhere to program specific processes, policies & procedures and meetings via ms teams/Webex/calls

• Perform assigned tasks and ad-hocs based on business need

Qualifications:

Graduate of bachelor’s degree in any field

We also accept candidates who have completed at least 1st year in college with no back subjects and a minimum of 18 months BPO experience.

Open to High School Graduates or Senior High School Graduates with a minimum of 4 years BPO experience.

Excellent communication skills, teachable behavior and quick to learn

With no issues and concerns reporting onsite 100% in Alabang, Muntinlupa. Candidates who live near our offices will have better advantages

With no issues and concerns working on night shifts, shifting schedulesand split offs as necessary, working on holidays and weekends

Amenable to work in a 24/7 shift/schedule

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at Alabang Recruitment Hub - 11th Floor Recruitment Hub Filinvest Axis Tower 2, Northgate Cyberzone Filinvest Corporate Center, Alabang Muntinlupa

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age,race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity,pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines