Process Specialist -Customer Service (voice)

Company Name: Infosys BPM Limited

Qualification: Graduate

Experience: 2 - 5 yrs

No of Openings: 15

Work Location: Hyderabad

Job Description

 
One of the world leader in on-demand applications for collaborative business on the web. These applications enhance high-touch business processes, such as sales and training, with web-touch interactions. As an on-demand provider, it facilitates both internal and external collaboration with delivery of voice, video, and data across distances. This makes the ideal choice to fulfill the most ambitious goals for Marketing, Sales, Training, and Support. 
Roles & Responsibilities
Ensure proper delivery, upgrades/upsells and adoption of products and services.
Identify opportunities for upselling and cross selling cloud collaboration products and services.
Discover use cases, uncover customer needs and drive increased adoption.
Collaborate internally with Sales & broader cross functional groups to drive continuous improvement in providing a superior customer experience.
Establish a common understanding with the customer for the ROI they are receiving Solutions via the product chain. 
Leverage the acquired knowledge of the customer to ensure and enable the customer to achieve their Business Outcomes through onboarding, adoption, expansion and renewal.
Participate in campaigns, projects, and initiatives to insure successful implementation.
Assist customers in resolving any issues relating to account/site configuration changes. Have knowledge on contracts and renewal cycle.
Contributes information to market strategy by monitoring competitive products and reactions from accounts.
Assist business in working with customers by introducing new products and services available against the current portfolio. 
Effectively articulate necessary technical vs non-technical information to customers in a simple and concise manner.
Facilitate sales process by scheduling appointments, making initial presentation, understanding account requirements & provide demo.
Prepares work to be processed by gathering, sorting, organizing, and recording data, information, and documents.
Research and resolve customer inquiries for the various products and services.
Must meet or exceed individual performance goals and metrics focused on providing superior customer support.

Profile Requirements
Minimum 2+ years of experience in the technology industry
Education or equivalent to 15 years of formal education.
Previous Customer Success (or strategic customer service) experience 
Strategic thinker, account management, forward looking approach with strong commitment to customer success
Laser focus on reducing churn, increased product usage & adoption.
Strong communication, consultative, influence and presentation skills.
Focused attention to detail allowing for delivery of high quality end user experiences.
Proven team player and ability to orchestrate value in coordination with peers and cross functional team.
Willingness to learn, adapt and drive change within the team.
Comfortable working in a fast paced, dynamic environment & shifts/weekends to meet evolving business requirements

Mandatory Documents: 
Carry a printout of this mail along with your profile. 
Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport). 
2 Copys of your Resume

Disclaimer: 
Laptop or any electronic device is not permitted with campus.
Original Government ID card is must for Security Clearance

Please share this opportunity among your network of friends/colleagues.

Address

Walkin Time:From 10:30 AM to 1:00 PM

Venue: 

.Infosys BPM Limited
Survey No. 210,
Manikonda Village,
Lingampally,
Rangareddy (Dist.),
Hyderabad

500 032

Contact

Person: Shashi Gowda

Phone: 040 - 66420000 
Email:infosysbpm@infosys.com

Website: https://www.infosysbpm.com