CX Operations & Backlog Specialist (SLA & SME)

Infosys Limited; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited, is seeking a Customer Experience Specialist/Process Specialist to join our CX team supporting MST time zone work hours. The role executes transactions by guidelines, manages backlog, and ensures timely order actions and shipments.

You will stay updated on system enhancements, serve as SME for CX reps, assist with knowledge management, and communicate status and risks for all owned processes.

Qualifications

• High School Diploma or GED Equivalent.
• 2 years of relevant work experience.
• Has knowledge to navigate all client systems and tools.
• Independent mindset to use critical thinking to reach a resolution.
• Proficient in Microsoft applications: Outlook, Excel, Teams.

Responsibilities

• Execute transactions by prescribed guidelines and timelines.
• Own operational performance and backlog management for assigned accounts.
• Communicate status, issues, and risks for all owned processes.
• Serve as SME for CX Representatives questions and troubleshooting.
• Involve in day-to-day customer interactions, knowledge management and process reengineering.

Skills

Time management

Critical thinking

Communication

Education

High School Diploma or GED Equivalent

Tools

Outlook

Excel

Teams

Job description

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited, is seeking a Customer Experience Specialist/Process Specialist to join our CX team supporting MST time zone work hours. The role executes transactions by guidelines, manages backlog, and ensures timely order actions and shipments.

You will stay updated on system enhancements, serve as SME for CX reps, assist with knowledge management, and communicate status and risks for all owned processes.