Customer Service Associate

Role Information -Process Specialist

Role Designation - Customer Service

Provide advance level customer support, service restoration, fulfillment of

service request and advice to users ensuring maximum availability,

performance and utilization of knowledge and information systems.

Position Summary

Provide inputs for Problem management by leveraging best effort method

for issue resolution through cross functional coordination and support team

lead in training, reviews and escalation handling

Own and provide recommendations for knowledge management by

periodically reviewing knowledge articles and their usage. Classifying public,

private, obsolete and restricted knowledge articles.

Supports the team lead in identifying and developing training needs and

contents, reviews and escalation with the objective to meet the SLA targets

for the specific process within guidelines, policies and norms of Infosys.

Supports the Customer Service agents by handling escalated tickets and

coach them to improve their user handling skills

General Knowledge & Skills

Good analytical ability and excellent communication skills

An eye for detail to determine the root cause of an issue, to identify

methods to avoid repeat contacts

Analytical problem solvers who will understand issues, evaluate

solutions and work with their colleagues to resolve issues

Ability to identify process improvement ideas, mentor team members

on implementing improvement ideas/Six sigma/lean projects

Comfortable in engaging the client on discussion about current

performance and improvement ideas

Required skill set

Experienced in a coaching role

Displays superb customer service skills and capabilities

Transition Coordination and Process definition & documentation

Handling calls from customers on banking process

Customer Interaction and Escalation management

Knowledge Management

Identify Process Re-engineering/transformational opportunities and

participate in the initiatives

Job duties and responsibilities

Provide support to TL in engagement activities like training, logistics,

acting as SPOC, etc.

Minimum experience of 1 year with relevant experience in Customer

Service

Education and other requirement

Graduation

Willingness to work in rotational shifts

Client Expectation :

Support Team/Coach shall:

(i) support in the new hire experience classroom during cross checks and assisting CSRs with Contact

handling and using tools to help assess knowledge and skills attained by CSRs;

(ii) possess knowledge of where learners are in their learning whenever providing support;

(iii) facilitate debrief sessionsobserve and support Contact handling, observe behaviors such as

hold, tool usage, and efficient navigation;

(v) attend and engage in the reinforcement training and contribute when applicable;

(vi) support questions through various communication tools; and

(vii) may support multiple classes at once during weeks one (1) through

four (4) of New Hire Training and shall be dedicated to supporting

one class beginning in week five (5) of New Hire Training

Contact - Neha +91 87698 66443 / Prerita +91 8306745189