Job Description

The Customer Service Agent provides exceptional customer support to customers, partners, and internal requestors via using all contact channels (telephone, customer\'s portal, email, chat). The incumbent is expected to be knowledgeable across the customer\'s entire portfolio of Hardware, Software, and Services and will be responsible for making the complex accessible and ensuring each interaction with customer is positive.This agent will solve complex interactions and offer proactive and even predictive support where self-service and automation are not feasible or desired. They will make decisions based on analytical insights, have a bias to move fast and be structured to implement operational changes quickly and efficiently.Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors in situations requiring high levels of interaction and transaction, with increased business complexity and escalated cases. The agent will use inquiry-based questioning skills and create linkages across the service catalog.s:

• Engage customers, understand their needs and translate into work required, and set proper expectations about delivery time
• Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs
• Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needs
• Utilize a proactive approach as indicated in the Business model, looking beyond the case to broader customer account activity and support needs
• Focus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standards
• Maintain ownership and accountability of requests; leverage support from Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems
• Collaborate with cross-functional partners, vendor representatives, along with other resources, in support of successful customer outcomes
• Identify issues, carry out (RCA) Root Cause Analysis on cases that don\'t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences
• Share tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledge
• Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Business staff
• Ordering and billing experiences with know-how in Excel usage

Job Requirements:

• Bachelor Degree in any tertiary studies
• A minimum of 3 year in Customer Service experience
• Primary language: Mandarin (able to read, write and speak)
• English proficiency spoken/written
• Analytical skills with demonstrated problem-solving ability
• Ability to work in a fast-paced environment
• Flexibility to work and support China Market working hours
• Good technical skills (should be able to refer SOPs and use customer tools and system independently)
• Excellent communication skills in Mandarin & English

Role Designation232ASPECSR Senior Process Executive - Customer Service RepresentativeInterest GroupInfosys LimitedRoleProcess ExecutiveCompanyITL MalaysiaSkillsetTechnology|Network|CISCO technologies

Infosys