CX Process Expert — Drive Client Experience & Ops

Infosys Limited; Northern (KY); On-site; USD 52,000 - 75,000; Full time

Job summary

Infosys BPM Limited is seeking a Customer Experience Specialist Process Specialist to manage customer interactions and backlog across production orders. You will act as SME for CX reps, coordinate with internal teams and ensure timely order processing.

The role requires staying current with system enhancements and maintaining SLA adherence, with strong skills in Outlook, Excel, and Teams. 2 years of relevant experience is preferred.

Qualifications

• High School Diploma or GED equivalent.
• 2 years of relevant work experience.

Responsibilities

• Stay up to date on system enhancements, training and new capabilities from Business Transformation.
• Understands assigned customer contact requirements for SLA and adherence.
• Communicates status, issues, and risks for all owned processes for SOMs and on calls.
• Subject Matter Expert for all Customer Experience (CX) Representatives questions and troubleshooting.
• Be involved in day-to-day customer interactions, knowledge management and process reengineering activities.
• Owns backlog management activities for production orders ensuring all orders are actioned, and downstream activities occur and orders ship on time.
• Works with internal team members, acts as SME, trainer and escalation point for CX Pod team on tools and processes.
• Candidates has good time management skills to priorities their working day and be efficient.
• Ensures customer backlog is accurate, updates promise dates to reflect realistically and no duplicates.

Skills

Time management

SLA adherence

Education

High School Diploma or GED

Tools

Outlook

Excel

Teams

Job description

Infosys BPM Limited is seeking a Customer Experience Specialist Process Specialist to manage customer interactions and backlog across production orders. You will act as SME for CX reps, coordinate with internal teams and ensure timely order processing.

The role requires staying current with system enhancements and maintaining SLA adherence, with strong skills in Outlook, Excel, and Teams. 2 years of relevant experience is preferred.