Customer Service - order management- bgcINFOSYS BPM LIMITED Philippine Branch

Are you ready to make an impact? Join Infosys BPM as a Customer Service Order Management - Process Specialist and jumpstart your career!
Through this role, you will join a team to carry out day to day order management procedures. As a process specialist, you need to be target-driven and self-motivated. You will also be expected to demonstrate commitment to constantly improve transaction management skills by being receptive to feedback and focusing on win-win solutions.
Roles & Responsibilities:
1. Handle Outbound/Inbound Regular/Escalated Transactions (Case & Call)
• Be able to contact customer by telephone to communicate service request resolution requirements, actions and timelines
• Be able to take inbound calls and assist customers with service request resolution requirements, actions and timelines
• Be able to take ownership and responsibility of service request resolution
• Be able to work with customers to create helpful and timely solutions for both ends
• Be able to work large volume and complex service requests
• Be able to maintain quality to the agreed level in all work undertaken
• Be able to access the corresponding on-line reference tool and review of pertinent information to appropriately inform or respond to the caller's inquiry
• Be able to adhere to the existing policies of the client with regards to releasing specific information and resolution of inquiries and complaints
• Be able to refer or dial transfer callers to the appropriate department if the need arises and/or give toll-free number to the caller
• Be able to duly fill-out tracking systems & forms as needed/required
• Be able to diligently follow up on pending service requests & work towards speedy and accurate resolution
• Be able to contact customer by outbound call when necessary to communicate service request resolution requirements, actions and timelines
2. Handle Regular/Escalated Email Correspondence
• Be able to handle e-mails correspondence received on a timely manner through the official channels, which tackles transactional details (i.e. Status updates, actions and SLAs)
• Be able to contact customer by email when necessary to communicate service request resolution requirements, actions and timelines
• Be able to acknowledge escalated cases on a timely manner through the official channels, which tackles transactional details (i.e. Status updates, actions and SLAs)
• Be able to provide updates to Sales and Customers on a timely manner through the official channels, which tackles transactional details (i.e. Status updates, actions and SLAs)
• Be able to duly fill-out tracking systems & forms as needed/required
3. Handle Email and Chat Correspondence
• Be able to take ownership and action on requests and actively coordinate work to completion
• Be able to review existing case and communicate status and/or work in progress
• Be able to follow up by email if CHAT cannot be resolved in real time
• Be able to assist getting multiple requests started & articulate an estimated timeframe of resolution
• Be able to review cases against any sales order that is provided
4. Maintain Product Security
• Be able to maintain password integrity
• Ensure non-disclosure of any client specific information
5. Adhere to Client Requirements
• Meet set KPIs
• Be able to meet set goals for Reliability, Efficiency and Quality
6. Employee Value
• Be able to log in on time
• Be able to comply with the existing Disciplinary Policy of the company
• Be able to deliver set expectations based on the developmental plan designed by his/her team leader
7. Display Shareholder Value
• Be able to comply with the work / break schedules that will be made by the Work Force group in order to meet service level
• Be able to ensure high levels of productivity and quality
8. Others
• Be able to contribute as an individual in order to boost performance of the team
• Be able to assist with ad hoc administrative tasks as designated by Team Leader
• Be able to assist with reports as assigned by Team Leader.
• Be able to do Miscellaneous duties as required
9. General Safety and Security Responsibility
• Be able to adhere and report information security related incidents without any delay to the right authority. i.e. All information-related incidents, losses
Basic Qualifications:
• Graduate of any 4-year course from a reputable University/College
• Good oral and written communication
• Good problem solving skills
• Familiarity on Customer Service skills and
• 3 years' experience in BPO in a Telco account and has experience in handling customer facing end to end Telco order management from order entry to provisioning milestone management tool turn up.
This is an URGENT hiring. Priority will be given to candidates who can START IMMEDIATELY.
For everyone's health and safety, Infosys BPM Philippines is continuously processing job applications through #RemoteHiring. Please submit your applications by applying here at Jobstreet.
A P P L Y N O W ! ! !