ABOUT US
Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.
Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
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Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com.
ROLE: INCIDENT MANAGEMENT
We currently have 1 opening for the 24/7 Rotating Incident Management shifts base in Macquarie Park - require technical knowledge. Penalty rate provided for all non-standard hours shift as per Award.
NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
JOB DESCRIPTION
You will be a Senior Process Executive, executing transactions as per prescribed guidelines and timelines and follow predefined procedures with the objective to meet performance parameters.
The Successful Candidates shall present below attributes:
Communication and Customer Service Skills
• Attention to details to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Display Ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively, and empathetically
• Excellent comprehension and articulation skills
• Excellent communication skills
• Demonstrate positive attitude
• Willingness to learn and open to feedback
• Helpful
• Patience and perseverance
Analytical and Problem-solving skills
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
• Problem solving skills and quick thinking to own & resolve customers' issues independently, thoroughly & efficiently
Time Management Skills
• Being proactive and show the utmost respect for customer's time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask
Computer skills
• Excellent PC and data entry skills
• Working knowledge of MS Office
JOB DUTIES & RESPONSIBILITIES
• Effectively resolve L1 helpdesk queries as per deliverables outlined
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure that performance parameters are met to meet SLA targets
• Ensure customer/user confidentiality and data protection at all times
PREFERRED EXPERIENCE
• Working knowledge of service now
• Inbound call handling
• Experience in working on KPIs such as AHT, ASA, FCR
• Level 1 support for Incident Management
• Prior experience in Telecom industry
• Comfortable with rotating shift works
Please click on the Apply link below to upload your resume before the closing date.
We reserve the right to withdraw this advertisement prior to the closing date.
We respectfully request agencies not to forward unsolicited resumes unless requested.