Job Description:
- Job Location: Bangalore
- Qualification: Any Graduates (15 years Graduation)
- Shifts: Night Shift
- Experience: 1.5 – 4 Years
- Role: Senior Process Executive/Process Specialist
- Notice Period: Immediate or 7 Days
Purpose of the Role:
- Processing of Transactions received from the customers, partners etc.
- Handling of partners calls/chats and provide resolutions for their queries raised
- Ensuring requests are handled well within the SLAs agreed and with utmost quality
- Engage customer, understand their needs and translate this need to clients work requirement, and set proper expectations about delivery time
- Maintain ownership and accountability of requests
- Collaborate with cross-functional teams for successful customer outcomes
Required Skill Set:
- Graduate / Postgraduate in Arts/Commerce
- 1-2 years of experience in Quote to Cash Domain
Professional Competencies:
- Client Centricity and Metric Management:
Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom. Shows basic awareness of client business and key processes to relate own area of work to client outcomes
- Quality, Knowledge management:
Shows awareness and usage of Standard operating procedure and updates management Demonstrates basic understanding of Audit plans
- SLAs and performance management:
Demonstrates basic understanding of data elements (Transactional level details, SLA parameters at the individual level)
Behavioral Competencies:
Seeks to understand customer needs and builds credibility
- Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly positioning in enforcing business rules that must be followed and offering alternative solutions where appropriate
- High impact communication:
Structure thoughts, uses simple words and is proficient in both written and oral English
- Advanced proficiency level in written and verbal English for business communication
- Analytical ability: Breaks down problems into its constituent parts to get a better understanding of issues. Evaluates the available solution options while solving problems
Others:
- Flexible to work in any shifts. Should be flexible to work on weekends/ extended working hours during month-ends/ quarter/ year-ends
- Working knowledge of any of the ERP systems (Oracle / SAP etc.)
Good to Have Skills:
- Understanding of Quality concepts
- Experience in handling customers directly will be an added advantage
- Technical competency:
- Proficient computer skills
- Intermediate MS Office skills, intermediate to advanced MS Excel skills, including v-lookup, pivot tables and formulas .
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Time and Venue :
27 August , 9.30 AM – 12.30 PM
Infosys BPM Limited., #785, Ground Floor Axis Sai Jyoti, 15th Cross 100 Feet Road, Sarakki, 1st Phase.J P Nagar, Bengaluru, Karnataka 560078 Landmark: Near Sindhoor Convention Centre.
