Process Executive
Infosys BPM
San José
hace 3 días

Job Description

Process Executive Costa Rica

In this role you will be responsible for Service Level Agreement (SLA) compliance, Process compliance, customer interactions, knowledge management in order to meet the client goals.

You will be working for Infosys on behalf of our partners as frontline staff supporting our clients by delivering a high-level customer experience.

To deliver the highest level of customer experience such skills as active listening, selective questioning, problem solving and showing empathy are required and is expected from this role.

Location for this position is Costa Rica.


  • High School Diploma or GED Equivalent
  • Strong command in English Language, B2+ minimum
  • Preferred

  • At least 1 year of experience in customer service roles
  • Working knowledge of the voice process
  • Additional Skills and Competencies :

  • Customer focused : Having a passion to provide an exceptional service to clients by exceeding expectations
  • Proficiency with technology and how to apply it to solving problems
  • Confident telephone manner with strong communications skills
  • Positive attitude : seek a positive side to every situation, being proactive both in thought and action.
  • Integrity : Ability to handle confidential information displaying values that enable decisions to be made in a fair and honest manner
  • Quick Thinker : Having the ability to interpret and respond to information using logical thinking to provide an appropriate and timely response
  • Team Player : resourceful, with the ability to work collaboratively with leaders and the wider team
  • Experience promoting and / or selling products and services to fit the needs of each client
  • Strong attendance, performance and adherence to policies are essential for this role
  • Scope of Customer Service :

  • Postpaid connections and related devices
  • Account management
  • Billing
  • Plans and promotions
  • Cross Selling plan upgrades, selling features, devices accessories based on customer needs
  • Troubleshooting Tier 1 for devices associated in the plan : Can be phone, smart watch and car devices, etc.
  • Schedule :

    Induction is virtual. Schedule : Hours of Operations from Monday to Saturday, 6 AM until 10 PM 5 day working 9 hour shifts.

    Training is 5 weeks - So first week will be in office. Nesting for 4 weeks, first week will be in office. If behavioral issues are there, technology issues etc.

    they are expected to come to office.

    As per business requirement, schedules can change. US holidays on duty. Costa Rican holidays on duty with the respective payment.

    Due to pandemic, we are working from home but the company does not have a working from home policy; therefore, agents should be willing to go to office when requested following all the necessary precautions.

    COVID-19 Considerations :

    Vaccination required. Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

    Work Remotely : This role is based out of Santa Ana, Costa Rica and is temporarily remote until company’s decision to return to office.

    About Us

    Infosys BPM, the business process management subsidiary of Infosys (NYSE : INFY), provides end-to-end transformative services for its clients across the globe.

    The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

    Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

    Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

    The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

    The company’s senior leaders contribute widely to industry forums asBPM strategists.

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