Are you ready to make an impact Join Infosys BPM as a Subject Matter Expert for a new Telco account in BGC and jumpstart your career!
Key Responsibilities:
- Understand customer issues and provide solution. Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and Infosys.
- Meet SLA and KPIs
- Handle escalation calls
- Knowledge and experience on ticketing tools.
- Understanding of the telco industry, products, ISP related services, etc
- Understanding of common technical terminology
- Displays superb customer service skills and capabilities
- Basic Operating System knowledge
- Knowledge of common ISP products & services
- Good analytical ability
- Ability to navigate common user interface elements
- Good Reading skills - ability to understand ambiguous information, probe and consolidate into useable data
- Communicate to the user in a language, the user is most comfortable with
Key Requirements:
- Graduate of any 4-year course.
- Experience in handling escalation calls.
- Minimum of 3 years work experience as an SME in BPO/shared services industry.
- Excellent oral and written communication.
- Good problem-solving skills and ability to multitask.
- Amenable to work in shifting schedule in BGC.
- Amenable to work on hybrid setup temporary work from home and onsite.
