Customer Support Executive / Service Desk (Voice Process Only) @ Infosys BPM

Job Description

Basic knowledge in Service Desk/ Tech support process / Cloud Computing Process/Voice Support
Excellent communication skills C1 equivalent proficiency
Displays excellent customer service skills and capabilities
Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
Maintain response and resolution speed as defined by SLOs
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Use existing knowledge base to provide a customer facing root cause assessment.
Provide customer facing bug progress summary using available tools and platforms.
Handle escalations raised by customers and partners.
Handle consults from the lower tier to assist in case resolution
Good presentation and client Interfacing skills
Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Confidently communicates current performance and improvement ideas with client.

Title :: Customer Service/ Service Desk
Job Location: Bangalore & Pune

Qualification:
CS Roles:: Any graduate with 15years of formal education
SD Roles:: Graduate with 15 years of formal education in BCA/BTECH/MCA/BE/MSc/BSC- Computer Science

Shift and Venue Details:
Shifts : 24*7
Experience : 0 to 4 years of Experience
Must have:
Minimum 1 year of international voice calling experience.

Employement Category:

Employement Type: Full time
Industry: ITES
Functional Area: Customer Service
Role Category: Customer Service Executive (Voice)
Role/Responsibilies: Customer Support Executive / Service Desk (Voice Process Only)

Contact Details:

Company: Infosys
Location(s): Bengaluru

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