Customer Service Representative

Customer Service Representative
Process Associate
Indianapolis, IN

In this role, you will e xecute transactions as per prescribed timelines and follow all predefined procedures with the objective to meet SLA targets for the specific process within guidelines, policies and norms of Infosys

Responsibilities:

• Executes low complexity transactions as er prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process in order to meet SLA targets.
  
• Effectively execute calls of the clients' customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards.

Handles individual cases that need rework in order to ensure high C-Sat/NPS score form the end user.

Shares experiences in order to facilitate capture of tacit knowledge.

Delivers on the new process/approach in order to meet client/internal goals.

Qualifications
Basic
• High School Diploma or GED Equivalent
• At least 6 months of experience in contact center environment in a customer service position

Preferred

• Working experience on Excel
  
• SLA Compliance
  
• Process Compliance
  
• Customer Interaction
  
• Customer Service, soft skills
  
• Flair to customer support/ customer care
  
• Knowledge management
  
• Basic troubleshooting skills
  
• Knowledge on operating systems
  
• Basic computer tools/ application of knowledge
  
• Basic knowledge on printers, PCs, Laptops, etc
  

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,587 employees from 110 nationalities, as of September, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.