- To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
- Help to implement and improve processes and procedures within the team allowing solid service focused deliverables.
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- To participate in an on call rotational, providing 24 hours, first line support service to users.
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
- Update incidents with detailed and relevant information in a timely and effective manner;
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
- Escalate an incident or troubleshoot tickets according to the company escalation processes;
- Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
- Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times
Additional ResponsibilityLocation - Bangalore
Education - Any graduate
Experience - 1-2 years
Shifts - Night shifts
Educational RequirementGraduate
Preferred SkillsCustomer Service->Voice
Service LineBPO Service Line
Role: Customer Success Associate,
Industry Type: Analytics / KPO / Research,
Department: Customer Success, Service & Operations,
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education
UG: Any Graduate
PG: Any Postgraduate read more
Key Skills
Skills highlighted with ‘‘ are preferred keyskills customer service bpovoiceprocess improvementtelephonedocumentationfront officefront deskreceptionexcelreceptionist activitiestelephone operatingms officecommunication skillsepabxtelephone handlingwordinternet
📌 Senior Process Executive (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru
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