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Process Optimization Specialist

3 weeks ago

Petaling Jaya, Selangor, Malaysia Infosys Limited Full time

At Infosys Limited, we are committed to delivering high-value experiences through simplified, successful interactions using all contact channels. As a Process Optimization Specialist, you will be responsible for making the complex accessible and driving business outcomes.

This role requires exceptional communication skills, including rapport building, use of customer-centric language, and active listening skills. You will engage with customers, understand their needs, and translate them into work required. Your goal will be to set proper expectations about delivery time and resolve complex interactions proactively and predictively.

The individual in this role is expected to be knowledgeable across the entire portfolio of Hardware, Software, and Services and will be fully accountable for successful customer resolutions. You will engage with requestors in situations requiring high levels of interaction and transaction, with increased business complexity and escalated cases.

The key responsibilities of this role include:

  • Engaging customers, understanding their needs, and translating them into work required.
  • Identifying issues, carrying out Root Cause Analysis, troubleshooting, and translating customer needs.
  • Focusing on resolving customer issues, not closing cases; solving the right problem for the requestor by looking beyond the stated request to the actual needs.
  • Utilizing a proactive approach, looking beyond the case to broader customer account activity and support needs.
  • Maintaining ownership and accountability of requests; leveraging support from customer service resources as appropriate to drive resolutions while minimizing requestor effort.

This is an exciting opportunity to join our team and make a meaningful impact on customer experiences.