Infosys Recruitment 2023

Infosys is seeking a highly motivated and customer-centric Customer Service Manager (Fresher) to join our dynamic team. As a Customer Service Manager, you will play a pivotal role in leading and inspiring a team of customer service representatives to deliver exceptional service to our global clients. You will be responsible for coaching and developing your team, ensuring high-quality service delivery, and driving continuous improvement within the customer service function.

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Responsibilities

• Lead and manage a team of customer service representatives, providing coaching, mentoring, and performance feedback.
• Set clear goals and objectives for your team, aligned with Infosys' overall customer service strategy.
• Monitor and analyze customer service metrics, identifying areas for improvement and implementing corrective actions.
• Conduct regular training and development sessions for your team, ensuring they stay updated on Infosys' offerings and client needs.
• Foster a positive and collaborative team environment, promoting open communication and problem-solving.
• Handle escalated customer inquiries and complaints, resolving issues effectively and exceeding customer expectations.
• Proactively identify and implement new technologies and processes to enhance customer service delivery.
• Collaborate with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless customer experience.

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Skills

• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent communication and interpersonal skills, with the ability to build rapport with diverse stakeholders.
• Proven track record of coaching and developing individuals, fostering a growth mindset.
• Customer-centric approach, with a deep understanding of customer needs and expectations.
• Strong problem-solving and analytical skills, with the ability to identify root causes and implement solutions.
• Proficient in customer relationship management (CRM) software and relevant service management tools.
• Adaptability and ability to thrive in a fast-paced and dynamic environment.