Customer Support Associate

Job Description : Customer Support Associate

Location: Waterford : Railway Square Office

Key Responsibilities :
While demonstrating ownership, improve customer confidence by being empathetic to a variety of new and experienced customer needs.
Actively support customer queries on general enquiry, activations, fulfilment, disputes ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
Using client provided systems to resolve customer issues.
Additional scope includes Sales:

• Upsell/Cross
• Adding new lines
• New products and services

• Escalate an issue according to the process escalation template;

• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

Requirements :

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues (while maximizing tools and resources)
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer

• Own, resolve customer issues efficiently, effectively and empathetically while ensuring to share best options on their current plans

• Being able to effectively resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts.

Customer Focus: You do whatever it takes to deliver the best customer experience by owning the customer's issue from start to finish.
Versatile: You're ready for anything that comes your way. You are comfortable with a little chaos.
Ownership: You get it right and if you need help, you aren't afraid to ask for help when it's needed.
Can do Attitude: Even when faced with a challenge, you know delivering the best Customer Experience is a priority.
Problem Solving: Figuring things out even when they aren't clear energises you and you can easily break things down and explain it to others. You get it right the first time!
Quality Focus: Everything you do is to delight and wow customers.
Value Focus: You enjoy showing the benefits of products that can make your customer's lives easier.
Enthusiastic Learner: You love learning new things and can easily adapt in a fast paced ever changing environment.
Integrity: You know the difference between right and wrong and treat others the way you want to be treated.

Your Skills:
PC Skills: You are comfortable using computers and can easily navigate several different systems or programs.
Strong English Skills: You speak, comprehend and write English fluently and can easily have proactive conversations with English speaking customers.
Coachable: You work well on your own but can also take direction from your leadership team.

We offer the Candidate :
There are many benefits to working at Infosys:

• 20 days holiday
• Permanent Contract of Employment
• High energy and dynamic work environment