Job Description

• Mandatory Requirements:
  Must have experience in Inbound Sales Customer Support
  Must have experience in Blended process (Voice, Chat and Email)
  Must have experience in Upselling and Cross Spelling Experience.
  Must be able to work in Australian shift (2:30 AM - 11:30 AM)
  Must be able to Work from Office
  Must be able to work from Bangalore location. Candidates from outstation must relocate to Bangalore.
  Must be able to join within 15 days
  Responsibilities:
  Handle customer queries via email and chat, related to products, orders, returns, refunds, tracking and delivery / shipping.
  Resolve customer issues and concerns in a professional and timely manner, ensuring a high level of customer satisfaction.
  Maintain customer interaction records and update information in the system / tool as required.
  Multitask and collaborate to provide a resolution while navigating multiple systems / tools and resources.
  Selling, cross-selling, and upselling products to drive additional revenue.
  Ensuring all agreed KPIs are delivered as per target and on-time.
  Ensure completion of all requisite mandated trainings and regular upskilling of domain knowledge.
  Attempt and pass the assigned periodic knowledge assessments.
  Provide inputs towards miss / change in SOPs and knowledge articles identified during their interaction.
  Handle customer escalated calls.
  Involved in adhoc client / process related activities, if needed.
  Skills and Qualifications:
  Graduations and post-graduation
  Minimum 1 to 2 years of experience in BPO(M) - Customer Service domain for Retail fashion / e commerce domain is a must.
  BPO experience with selling experience is a must. (International experience will be preferred).
  Having an experience supporting Australian region customers is preferred.
  Excellent Written Communication and Language Skills.
  Ability to understand effectively and build rapport and display Empathy.
  Strong persuasion and negotiation skills.
  Consistently display strong knowledge of customer service domain and drive customer centricity.
  Willingness to work in shifts at short notice.
  Ability to maintain accurate records and manage multiple tasks simultaneously.
  Creative thinking and problem-solving skills.
  Documents to Carry:
  Carry a print out your updated resume;
  Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
  All original education documents need to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)

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What we're looking for

Inbound Sales, Customer Support, Customer Service, Sales, Inbound Calls,

Education Summary

Company Profile

Infosys BPO, the business process outsourcing subsidiary of Infosys (NYSE: INFY), provides end-to-end outsourcing services for its clients across the globe. The integrated IT and business process management solutions approach of Infosys BPO 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 BPO enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Our business solutions and leadership are recognized by several global forums. We are consistently ranked among the leading BPO companies in India by industry bodies such as Global Outsourcing 100 (The International Association of Outsourcing Professionals), FAO Today, and NelsonHall.

Infosys BPO has not only pioneered ?Business Value Realization? (BVR), but has also emerged as a trusted and valued collaboration partner through consistent focus on improving process and end-business metrics. We continue to enable realization of business value, customer satisfaction, and co-creation to sustain long-term partnerships.

We take pride in being a consistent performer and are endorsed by industry analysts, customers (internal and external), and alliance partners. Infosys BPO is a global company operating in the Americas, the Asia-Pacific, South Africa, Australia and Europe with 34,366 employees as of Sept, 2017.

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