Infosys BPM - Customer Service Agent

Job description:

  • Provide post-sales support to Partners and Customers through Chat and Email

  • Complete analysis and investigation of queries related to Orders and Agreements, with regular update to customers.

  • Analyse and respond to simple/complex queries using Knowledge Tools and Escalation channels provided

  • Understand the Partner’s/Customer’s request and strive to resolve it as quickly and as accurately as possible

  • Take full ownership of the requests and work with third parties to resolve it (if required)

  • Deliver exceptional quality/accuracy when dealing with Partner/Customer requests

  • Maintain strict service levels (SLAs) for all the requests received.

Order Management:

  • Receive and Validate contractual information, entering and coordinating Agreements/Orders

  • Review Agreements & Orders to ensure all legal requirements are met & documentation is complete

  • Calculate and apply correct discounts using multiple pricelists and currencies

  • Make outbound calls using the phone where required to speed up resolution of Orders/Agreements

Skill sets:

  • Ability to use a variety of internal tools to find the required information and deliver exceptional experience to our Partners/Customers

  • A third level degree is desirable, preferably within a business or language discipline

  • Keen eye for detail to ensure high accuracy

  • Good communication skills and a high focus on customer satisfaction

  • Ability to work under pressure

  • Flexibility at peak business periods i.e. end of the month, fiscal period end

  • PC literate, good working knowledge of Microsoft Office products essential

Job Type: Full-time

Language:

  • Russian (Required)