[Hiring] Customer Experience Specialist @Infosys Limited

Role Description

In this role, you will execute transactions by prescribed guidelines and timelines, follow all predefined procedures with the objective of obtaining targets and to ensure that the performance parameters are met. CX Lead will own operational performance and backlog management for assigned accounts, ensuring timely order actions and shipments.

• Stay up to date on system enhancements, training and new capabilities from Business Transformation.
• Understands assigned customer contact requirements for SLA and adherence.
• Communicates status, issues, and risks for all owned processes for SOMs and on calls.
• Subject Matter Expert for all Customer Experience (CX) Representatives questions and troubleshooting.
• Be involved in day-to-day customer interactions, knowledge management and process reengineering activities.
• Owns backlog management activities for production orders ensuring all orders are actioned, and downstream activities occur and orders ship on time.
• Works with internal team members, acts as SME, trainer and escalation point for CX Pod team on tools and processes.
• Has good time management skills to prioritize their working day and be efficient.
• Ensures customer backlog is accurate, updates promise dates to make sure the dates are reflected realistically and no duplicate Purchase Orders and Sales Orders booked.

Qualifications

• High School Diploma or GED Equivalent.
• 2 years of relevant work experience.
• Has knowledge to navigate all client systems and tools required for awareness in the role.
• Possess an independent mindset to use critical thinking skills to reach a resolution within the scope of the job.
• Proficient in Microsoft applications: Outlook, Excel, Teams.

Requirements

• Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
• The job entails sitting as well as working at a computer for extended periods of time.
• Should be able to communicate by telephone, email or face to face.