Customer Service Representative | BGC

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 246,000 - 357,000; Full time

Job summary

INFOSYS BPM LIMITED Philippine Branch is seeking a customer service professional to assist clients via calls and, when needed, email or chat. You will resolve inquiries in a call center environment, provide servicing options, and act as an ambassador for our core values.

The role requires 18 months of relevant experience, excellent English communication, and the ability to multi-task with strong problem-solving skills.

Qualifications

• Excellent communication in English (speaking, writing, reading).
• 18 months relevant BPO/customer service experience required or preferred.
• Able to multi-task and handle high volume of calls/cases.
• Strong problem-solving skills and ability to provide options.
• Solid keyboarding skills and proficiency with standard software.

Responsibilities

• Assist customers via calls (and may include email/chats) and resolve queries as per SOPs.
• Deliver personalized service and provide servicing options in a call center environment.
• Handle inquiries from Financial Representatives and clients on basic to intermediate level calls.
• Research and determine root causes for complex problems and deviations from procedures.
• Take ownership of calls, de-escalate issues, and guide clients through complex inquiries.
• Advocate for clients and partner with Financial Representatives to meet needs.
• Promote website and self-service tools and explain risks and implications of transactions.
• Understand system connections to processes and drive continuous improvement.
• Maintain confidentiality and privacy in all transactions.
• Adapt to shifting schedules, weekend work, and holiday coverage.

Skills

Excellent communication

English fluency

Multi-tasking

Problem solving

Keyboarding skills

Education

Any degree or undergraduate with compensatory BPO experience

Tools

Common software proficiency

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 calls as the major support channel (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.

• Resolve inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) level calls and transactions and is proficient in complex work.

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

• Take ownerships of calls and anticipate future issues to avoid repeat calls and unnecessary call transfers.

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

• Serve as a trusted advocate for our Financial Representatives and partner with them to meet the needs of our clients.

• Embrace new technology and serve as an advocate for website and self-service capabilities by educating clients and field. Understand risks and impacts that the transaction has on the client or policy.

• 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 clients to enhance brand loyalty.

• Handle phone and 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

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

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience

• With 18 months relevant experience

• Excellent communication skills and must be fluent in speaking, writing & reading English

• With prior experience and advance knowledge in loyalty services or related financial services

• Expert knowledge of single risk product or process

• Advanced knowledge of multiple risk products or processes

• A basic understanding of US tax implications

• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy

• Strong organization skills with the ability to prioritize tasks

• A strong desire to continuously learn and improve

• Strong problem-solving skills and ability to provide options

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages

• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages

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

• Teachable behavior and good business etiquette

Wewouldgladlyacceptallapplications,butwe DONOT offeranyrolesforapermanentWork-From-Homesetup,hybridworksetup,fixeddayshiftschedules,fixedworkingschedules,fixedweekendsofforpurenon-voice.Ifanyoftheoutlinedinstancesmayhappen,thisisbasedoninternalbusinessdecisionwithcertainrequirements.

OurofficeislocatedatOurofficeislocatedat19FBGCCorporateCentre,11thAvenuecor.30thStreetFortBonifacio,TaguigCity,Philippines

“WevalueDiversity,Equity,andBelongingness.Infosysvaluesdiversityandbelongingnessandiscommittedtotheprinciplesofbeinganequalemploymentemployer.Therefore,Infosyscomplieswithallapplicablelawsprohibitingdiscriminationorharassmentagainstanyapplicantoremployee.Thisprohibitionincludeswithoutlimitationdiscriminationorharassmentbasedonrace,color,gender,nationalorigin,religion,creed,disability,coveredveteranstatus,geneticinformation,sexualorientation,genderidentity,pregnancy,childbirthorrelatedmedicalconditions,maritalstatus,citizenshipstatus,ancestry,andanyotherpersonalcharacteristicprotectedbyapplicablelaw.Thisalsoappliestoallpersonnelactions,includingbutnotlimitedtorecruitment,hiring,placement,promotion,transfer,separation,compensation,benefits,training,andeducation.#Infosys#InfosysBPM#KaInfoscion#GreatPlaceToWork#INFYBPMPhilippines#JoinINFYBPMPhilippines#LifeAtINFYBPMPhilippines”