Job
Description
Infosys BPM Ltd. is hiring for Order Fulfillment role- Pune
As a precautionary measure for COVID-19, we encourage you to attend interview through Telephonic / Skype / WebEx VC. Along with CV, kindly share your contact details, Skype ID and availability for interview.
Job Description-
Job Location: Pune
Experience:1-3 Years
Shifts: Rotational
- Responsible for interfacing with customers, sales specialist to handle a variety of pre-sales/post-sales service functions. Responds to and /or provides assistance to external customers such as mobile order fulfillment processes, application assistance, product information and contract issues/ administration.
Required skill set:
Communication and Customer Service Skills-
- Active listening and questioning, an eye for detail to determine the requirement of customer, to avoid repeat contacts and further effort to fulfill the requirements
- Display Ownership and accountability
- Quickly build trust and confidence with customer
- Own and fulfill customers requirement efficiently, effectively and empathetically
- Excellent comprehension and articulation skills
- Excellent communication skills verbal and written
- Demonstrate positive attitude
- Willingness to learn and open to feedback
- Helpful
- Patience and perseverance
Analytical and Problem solving skills-
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
- Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently
- Able to identify sales opportunities and upselling.
Time Management Skills-
- Being proactive and show the utmost respect for customers time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask
- Ability to work under pressure
Computer skills-
- Excellent PC and data entry skills
- General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel etc
- Working knowledge of MS Office
Mandatory requirement for experienced candidates:
- Minimum 1 year experience in a customer service
- Able to adapt to changes comfortably.
Job duties and responsibilities:
- Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, etc.
- Assist to billing query, resolve billing issues and perform billing adjustments if required.
- Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customers request to other department to obtain specific information if required.
- Document all actions provided to order taker via internal system ICON.
- Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, and proper training provided to all staff and maintain constant update to these SOP if required.
- Meet Customer Experience (CE) target set by management.
- Perform duties as and when assigned by the Superior.
- Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met.
- Abide to Health, Safety & Environmental policies and Quality & Security standards are executed and maintained at all times at the workplace.
- Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
If interested, please share your updated resume along with below details to bottu.sneha@infosys.com
Full Name:
Total Experience:
Relevant Experience:
Willingness to work in rotational shifts:
Current CTC:
Expected CTC:
Notice Period:
Current Location:
Re-location to Pune(if-any):
Regards,
Sneha
Talent Acquisition | INFY HR