Process Specialist (International Semi-Voice)

Job Description

Infosys BPM is looking for a Process Specialist (International Semi-Voice) to support global customers through a combination of voice and email/chat interactions. The role focuses on delivering efficient customer service while maintaining high accuracy and service quality. The ideal candidate should be comfortable handling multiple communication channels and adapting to international business processes. Strong analytical skills and customer-centric thinking are essential for success.

Key Responsibilities
Handle customer queries through voice, email, and chat support.
Ensure timely resolution of customer requests while meeting SLA requirements.
Investigate customer concerns and provide appropriate solutions.
Document customer interactions accurately within business applications.
Coordinate with internal departments for issue resolution.
Follow international client processes, compliance standards, and quality guidelines.
Achieve productivity, quality, and customer satisfaction metrics.
Participate in process improvement initiatives and knowledge-sharing sessions.