Job details

Interest Group

Infosys Limited

Skills

Technology|Network|CISCO technologies

Country

Malaysia

State / Region / Province

Selangor

Work Location

Petaling Jaya

Domain

Delivery

Company

ITL Malaysia

Requisition ID

112704BR

Job description

This role will deliver high-value experiences through simplified, successful interactions using all contact channels (telephone, portal, email, chat).
The individual performing this role is expected to be knowledgeable across entire portfolio of Hardware, Software, and Services and will be responsible for making the complex accessible.

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.


Job Descriptions:Engage customers, understand their needs and translate into work required, and set proper expectations about delivery timeIdentify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needsFocus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needsUtilize a proactive approach as indicated in the Business model, looking beyond the case to broader customer account activity and support needsFocus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standardsMaintain 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 problemsCollaborate with cross-functional partners, vendor representatives, along with other resources, in support of successful customer outcomesIdentify 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 occurrencesShare tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledgeFocus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Business staff
Job Requirements:Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needsExcellent business English and Japanese communication skills, including the ability to conduct professional phone conversations/writing & reading.Analytical skills with demonstrated problem-solving abilityAbility to work in a fast-paced environmentFlexibility to work and support Japanese working hoursGood technical skills (should be able to refer SOPs and use customer tools and system independently)