Designation: Process Executives/Senior Process Executive
Skills: Customer Support – Chat 80% & Voice 10%
Job Role
Managing all customer interactions through calls, emails and chat in a timely and professional manner within an agreed service level.- Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right first time’ and avoid repeat calls/follow up/corrective actions and billing accuracy targets
- Demonstrate ownership and accountability throughout all customer contact, representing client in the best possible light to the business customer base and acting as the customer champion.
- Achieve personal objectives for activity volumes, schedule adherence, call work/hold, adherence to process and business rules and personal attendance to contribute to team business efficiency targets
- To understand and interpret customer contracts into day to day processes and utilise that knowledge in handling requests
- When requested, engage with key stakeholders over the phone, via e-mail or face to face. Building and developing relationships with these customers and partners
- Flexibility to cross train and support with other complexities in the wider business area.
- Assisting with any other key tasks as requested.
- Have an ability to adapt to and thrive in a fast-paced, dynamic environment
- Communicate clearly and professionally both verbally and in writing
- Problem solving skills, including questioning and diagnostic abilities
- Demonstrate an ability to develop and maintain a network of contacts internally and externally
- Understanding of customer contracts and delivery expectations
- Effective listening skills and excellent attention to detail
- Decision Making: Decisions are mainly based on policy, process and published business rules and pre-set investment levels, but agent is empowered to find the best solution for the customer and escalate where this is not possible within define rules or processes.
- Business Knowledge: Strong knowledge of business and consumer tariffs, products, services, devices, processes and business rules is required to achieve single call resolution and provide the best customer experience at all times.
Experience you would be expected to have
The role will require a track-record in successful customer service, including, but not limited to;
- Being able to work on own initiative, in a high pressure customer facing environment, supporting decisions made on behalf of client.
- Key to this role is to ensure contractual commitments are met by Business and the customer.
- Be adaptable to change in a fast-paced environment and will endeavour to promote new services and functionally to improve the customers experience
- Proven ability to develop and maintain an effective network of contacts and build relationships at all levels of the organisation and externally with suppliers and partners and customer.
- General awareness of UK Telco, including policy/process/procedures
- Good knowledge of UK Telco platform capabilities and
- High level of PC skills confidence
- Excellent communication skills, both written and verbal
- Demonstrate a consistent “Can Do” approach to any task delivering the highest standard of support possible to both internal stakeholders and customers
If interested, please share your resume with the below details to rashmi.s17@infosys.com
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Post-Graduation: (If applicable):
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Flexible with Rotational Shift:
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Thanks & Regards
Rashmi M S
HR – Process Specialist
Infosys BPM Ltd.