Infosys Recruitment 2024

As a Customer Service Manager at Infosys, you'll be the captain of your customer service ship, guiding your team to deliver exceptional experiences and fostering long-term loyalty. You'll wear multiple hats – leading and motivating diverse teams, ensuring efficient service delivery, resolving customer issues effectively, implementing quality control measures, and driving continuous improvement in customer satisfaction. Your leadership skills, customer focus, and ability to inspire your team will be crucial in exceeding customer expectations, achieving service excellence, and contributing to Infosys' reputation as a customer-centric organization.

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Responsibilities

• Leadership champion: Build, motivate, and coach high-performing customer service teams, fostering a collaborative and positive work environment.
• Customer satisfaction guru: Design and implement strategies to exceed customer expectations, resolve issues proactively, and build lasting relationships.
• Quality control maestro: Monitor service metrics, identify areas for improvement, and implement quality control measures to ensure consistent service excellence.
• Data-driven decision maker: Analyze customer data and feedback to gain insights, identify trends, and inform strategic decisions for service improvement.
• Witness the impact: See your leadership translate into happier customers, improved service metrics, and a thriving Infosys customer service landscape.

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Skills

• Minimum Bachelor's degree in any discipline preferred.
• 5-7 years of experience in a customer service leadership role within the IT or business process outsourcing (BPO) industry is essential.
• Proven track record of building and leading high-performing teams, achieving customer satisfaction goals, and implementing service improvement initiatives.
• Strong communication, interpersonal, and conflict resolution skills with the ability to build rapport and handle challenging customer situations.
• Excellent analytical and problem-solving skills with the ability to identify trends, analyze data, and draw actionable insights.
• Understanding of IT service delivery processes and relevant quality control frameworks preferred.