About this role
Role: Customer Service
Location: Warwick
About Infosys BPM Ltd Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for clients across the globe. Our integrated IT and BPM solutions approach enables us to unlock business value across industries and service lines, addressing business challenges for clients. We leverage innovative business excellence frameworks, productivity improvements, process reengineering, automation, and cutting-edge technology platforms to help clients achieve cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Position Summary
Provide 1 st level support, service restoration, fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
Working Hours / Shift Pattern
This is a 24/7 rotational role with the following shifts (Including weekends): Morning: 06:00 - 14:30Afternoon: 14:00 - 22:30Night: 22:00 - 06:30 Shifts rotate monthly across all patterns. All shifts are work from home.
Please note: this role requires flexibility to work across all shift types, including nights, as part of the rotation
This role is primarily work from home; however, flexibility to work from the office during core business hours (07:00 - 18:00), where required, is essential.
Required Skillset
Analytical and Problem-solving skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountabilityQuickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically12-18 months' work experience in Customer ServiceExperience of working within a Customer Service Desk environment.Being proactive and show the utmost respect for customer's timeGood time management, ensuring all contacts with customers add valueAbility to MultitaskTo deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards. Communicate at all levelsAbility to work across organizational and professional boundariesExcellent verbal and written communication skillsHigh level of interpersonal skills, including active listening and understandingGood organizational skills and ability to prioritize workloads.Work to tight deadlines / service levelsBusiness etiquetteAptitudes Identification of problems and solutionsAnalysis of dataPresentation of technical functionality to a non-technical audienceWorking knowledge of MS Office productsGeneral support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.Ability to work as part of a team or on own initiative.Customer focusedProactiveSelf-MotivatedPatientInnovativeFlexible Responsibilities To improve user confidence in the user's self-service portal.Assist the caller in logging a case for the issue they are experiencingAssist in modification of user profiles based on Service Requests / Work orders (Tickets)To participate in an on-call Rota, providing 24-hour, 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 formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all timesBenefits 25 days holiday excluding Bank Holiday's Leave Year runs from April 1 to March 31Sick Pay (3 paid Days in a 12-month period)Employee discounts - Perk BoxAccess to training platform for PD - LexPension - employer contribution 3% employee contribution 5% - total 8% of designated bandingIncome ProtectionEmployee Assistance Program(EAP)