Customer Service Specialist

2 weeks ago

Phoenix, United States Infosys BPM Full time

Senior Process Associate– Customer service

In the role Senior Process Associate you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations review and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.


In this role you will be responsible for transition coordination, process training and certifications for the team, talent management related activities, Service Level Agreement compliance and Process compliance. You will also be involved in day-to-day customer interactions, knowledge management and process reengineering activities.

Location for this position is Phoenix, Arizona.

Qualifications

Basic


  • School Diploma or GED Equivalent
  • least 1 years of experience in the job description below


Preferred

A broad knowledge of principles and best practices in customer service

Excellent team and strong communication skills

An ability to take initiative and work with limited direction

Experience with SAP, Sales Force and Microsoft Office products

Ability to work closely with customer and vendors

Able to meeting deadlines, meet metrics and work on task, Ensures SLA are met daily

Maintains and updates customer information as necessary.

Calmly attempts to resolve and de-escalate any issues.

Escalates issues to supervisor when necessary and appropriate.

  • to make decisions using data provided. Ability to use judgement to drive solution and follow standard procedures.
  • to work with all levels of management on contractual matters and requirements pertaining to contract performance and execution.


Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.

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 43 delivery centers in 16 countries spread across 5 continents, with 56,864 employees from 107 nationalities, as of September 2023.

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

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