Roles & Responsibilities

- To improve user confidence in the user of computer software, being empathetic to a variety of current and experienced learners needs.

- Help to implement and improve processes and procedures within the team allowing strong 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 Responsibility

- Location: Bangalore

- Education: Any graduate

- Experience: 1-2 years

- Shifts: Night shifts

Educational Requirement

- Graduate

Preferred Skills

- Customer Service->Voice

Service Line

- BPO 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