Process Specialist

4 days ago

Petaling Jaya, Selangor, Malaysia Infosys Limited Full time

Process Specialist - Customer Support (Native Korean Speaker)

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 the 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 Responsibilities:

  • Engage customers, understand their needs and translate them 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.

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' needs.
  • Excellent business English and Native Korean communication skills, including the ability to conduct professional phone conversations/writing & reading.
  • Analytical skills with demonstrated problem-solving ability.
  • Ability to work in a fast-paced environment.
  • Flexibility to work and support Korean working hours.
  • Good technical skills (should be able to refer to SOPs and use customer tools and systems independently).
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