Senior Process Executive Costa RicaIn 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.
Additionally, you will provide support to supervisor in engagement activities like training, logistics etc. Location for this position is Costa Rica.
QualificationsBasicHigh School Diploma or GED EquivalentStrong command in English Language, C1 minimumAt least 1 year of experience in call center / contact center environment in a customer service positionPreferredWorking knowledge of the voice processPrior experience working for technical helpdesks / customer service helpdesks for telecom business.
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 Note : Applicants for employment in the U.
S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).The job entails sitting as well as working at a computer for extended periods of time.
Should be able to communicate by telephone, email or face to face.About UsInfosys 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 employees from over 80 nationalities, as of Nov .
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 as BPM strategists.EOE / Minority / Female / Veteran / Disabled