Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.
Overview of the role but not limited to:
- Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization's and client's SOPs thereby ensuring customer satisfaction
- Deliver a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
- Resolve inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) level calls and transactions and is proficient in complex work.
- Research and evaluate possible solutions to complex problems that require identifying the root cause and some deviations from procedures.
- Take ownerships of calls and anticipate future issues to avoid repeat calls and unnecessary call transfers.
- De-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
- Serve as a trusted advocate for our Financial Representatives and partner with them to meet the needs of our clients.
- Embrace new technology and serve as an advocate for website and self-service capabilities by educating clients and field. Understand risks and impacts that the transaction has on the client or policy.
- Understand how systems connect to processes and outcomes.
- Drive change and embrace continuous improvement by creating processes and provisions to accommodate change.
- Foster a professional relationship with our clients to enhance brand loyalty.
- Handle phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
- Adept at shifting work priorities to meet the needs of the business and customer demand.
- Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
- Adhere to program specific processes, policies & procedures
- Perform assigned tasks and ad-hocs based on business need
Qualifications
- At least 1st year completed in college no back subject
- Minimum 18 months relevant BPO work experience
- We are also accepting High School Graduate or Senior High School Graduate with minimum of 4 years BPO working experience
- With good communication skills
- Preferably with Telco experience but not required
- With no issues working onsite 100% in our Muntinlupa, Alabang office
- With no issues working on night shifts, shifting schedule, weekends & holidays
We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.
Our office is located at Alabang Recruitment Hub - 5th Floor Recruitment Hub Vector II, Northgate Cyberzone Filinvest Corporate Center, Alabang Muntinlupa
We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age,race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity,pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines
