Order Management
- Infosys BPM
- 2 to 6 Yrs
- Pune
- 4 years ago
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Job Description
Dear Candidate,
Greetings!
We have come across your job portal profile and found it suitable for one of our openings at Infosys BPM, Pune.
INFOSYS BPM is hiring for OrderManagement. Please find the details below.
Job Description:
OrderManagement - Customer Service / Sales Order Processing / Project Management (PMO).
Designation: Process specialist.
Role Overview
- Previous Customer Service/sales and fulfilment Experience is essential
- Practical understanding of the Coordinators Role and Sales Order Processing
- Proven experience in effective negotiation and communication, both oral and written
- Exposure to modern ERP financial systems (eg. JD Edwards) would be advantageous
- Intermediate level Microsoft Excel and Word skills
Shift: 24/7 Shift.
Qualification - Any full time Graduate.
Communication Skill - Strong Soft Skill and need to have a good command over English as a language.
Order Management / Sales Order Processing.
Role Summary:
The World Class Front Office Journey Agent is responsible for providing world class customer support to customers, partners, and internal requestors. This role will deliver high-value experiences through simplified, successful interactions using all contact channels (telephone, portal, email, chat).
The Front Office Agent will engage with requestors/partners for cases with high business complexity and escalations and requiring high levels of interaction. In addition, the FO agent will provide inbound phone support and use case guidelines and good judgement to determine to complete transactions. In all cases, the FO agent will maintain ownership of the parent case and customer communication and drive to successful outcome in the most efficient and effective manner possible.
Job Responsibilities:
- Engage customer, understand their needs and translate this need to client work required, and set proper expectations about delivery time
- Troubleshoot and resolve customer issues and provide direct high volume transaction support to internal teams.
- To accurately perform transactional work when appropriate to support quick resolutions, utilize good judgement and time management skills
- Utilize proactive approach as indicated in client model, looking beyond the case to wider customer account activity and support needs Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of performance as measured via agent performance score card. To collaborate with cross functional teams, Partners, Sales, Regional Operations to provide resolution for complex requests.
- To provide resolution to complex transactional requests and escalations
- Support Month End and Quarter End till commit closure for region
- Work as one POC for all type of escalations with cross service category expertise
- Communicates status and updates to designated deal Stakeholders, Service Sales, Product Sales, and Customers/Partners as required.
Technical Competencies:
- Strong analytical, problem solving and financial skills
- Advanced Excel, and data mining skills
- Aptitude in systems and reporting for analysis
- Strong tool and process knowledge.
Work experience, Education Qualification & Soft skills:
- Graduate in any field.
- Products and Service knowledge highly desired; BA/BSc/ B.Com degree with 3 4 years of related experience preferred.
Job Location: Pune.
If interested, please send across your profile on av***********4@in****s.com.
Date: 27th November 2019 (Wednesday).
Reporting Time: 10:00 AM to 12:00 PM.
Interview Venue:
Infosys BPM Ltd.
Plot No 24/3, Rajiv Gandhi InfoTech Park, Hinjewadi
Phase - II, Village - Man, Taluka - Mulshi,
Pune - 411 057.
Building: IBPM 1 building.
Contact person-Avijit // Janhavi.
Kindly carry the below list of documents :( One Set of Photocopy).
Carry an updated resume and photo ID card of yours (Driving license / Voters ID card/ Pan Card) and Kindly be 20 minutes early at the venue to avoid any last min hiccups.
Thanks & Regards,
Recruitment team
Infosys-BPM
Pune
Employement Category:
Employement Type: Full timeIndustry: KPO / Analytics
Role Category: Back Office Operations
Functional Area: Not Applicable
Role/Responsibilies: Order Management
Contact Details:
Company Name: Infosys BPMLocation(s): Pune
Infosys BPM
Infosys BPM, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, P...
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