Customer Experience Specialist
Process Specialist Supporting MST time zone work hours In this role, you will execute transactions by prescribed guidelines and timelines, follow all predefined procedures with the objective of obtaining targets and to ensure that the performance parameters are met. CX Lead will own operational performance and backlog management for assigned accounts, ensuring timely order actions and shipments.
Responsibilities will include but are not limited to:- Stay up to date on system enhancements, training and new capabilities from Business Transformation
- Understands assigned customer contact requirements for SLA and adherence
- Communicates status, issues, and risks for all owned processes for SOMs and on calls
- Subject Matter Expert for all Customer Experience (CX) Representatives questions and troubleshooting
- Be involved in day-to-day customer interactions, knowledge management and process reengineering activities.
- Owns backlog management activities for production orders ensuring all orders are actioned, and downstream activities occur and orders ship on time
- Works with internal team members ,acts as SME, trainer and escalation point for CX Pod team on tools and processes
- Candidates has good time management skills to priorities their working day and be efficient
- Ensures customer backlog is accurate, updates promise dates to make sure the dates are reflected realistically and no duplicate Purchase Orders and Sales Orders booked
Qualifications
Basic- High School Diploma or GED Equivalent
- 2 years of relevant work experience
Preferred- Has knowledge to navigate all client systems and tools or required for awareness in the role.
- Possess an independent mindset to use critical thinking skills to reach a resolution within the scope of the job.
- Proficient in Microsoft applications: Outlook, Excel, Teams.
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.
Who We Are Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. 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.
