Customer Service Agent

Infosys BPM is the business process management unit of Infosys and started its operations in Ireland in 2014. We deliver exceptional service offerings across numerous sectors - telecommunications, manufacturing, social media, healthcare, edtech, and fintech. We provide voice support, customer service and technical support operations for large global enterprises. We operate across 5 locations in Ireland – Dublin, Wexford, Waterford, Clonmel and Craigavon, supporting multiple clients. Positions are available at each location.

At Infosys, we aim to create an inclusive workplace and leverage the power of diversity for a sustainable competitive advantage, enabling employees to participate, develop and contribute freely and equitably. We are committed to providing a work environment free of discrimination and harassment. We do not discriminate or allow harassment on the basis of race, colour, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status or any other legally protected status.

The role:

You will be working for Infosys BPM on behalf of our partner, as a Customer Service Agent. As frontline staff, you are the first point of contact providing support for a leading brand, delivering a first-class customer experience. In order to deliver the highest level of customer experience skills such as active listening, selective questioning, problem solving and showing empathy are required. You will have the opportunity to participate in a fully paid pre-live training environment which will enable you acquire these skills. We will provide you with the best tools and resources to exceed our customer’s expectations and enable you provide them with a truly remarkable experience.

This is an amazing opportunity to join a global leader in next generation business process management services if you decide to join our team at Infosys BPM. We offer the opportunity to work in a positive, supportive, and competitive environment. This could be the start of a promising and rewarding career with plenty of opportunities for career progression. We promote a positive work-life balance, and we are looking for Customer Service Agents to join our fun and dynamic team here in Infosys.

Paid Training:

All training provided is fully paid and will take on a Virtual platform. As a Customer Service Agent you will complete training that is assigned to the department you will be joining and will be discussed at interview stage.

There are many benefits to working at Infosys:

20 days holiday

Permanent Contract of Employment

High energy and dynamic work environment

Culture for promoting from within

Learning and development platforms available to all employees

Global company with opportunities for growth across many countries

Opportunities to be involved and give back to the community

Free access to the VHI Employee Assistance Programme and to the Virgin Pulse platform

PRSA pension scheme

Eligibility to take part in client bonus schemes on some campaigns

Supportive working environment

The opportunity to make life-long friendships

The part you will play within the Infosys team:

· You will be frontline support for our clients

· Ability to use the systems and tools available to effectively handle customer’s queries

· Strive to achieve and maintain service level statistics

· Maintain a high level of first call resolution and quality assurance

· Contribute to overall team performance within your specialised department

Personal success profile:

· Fluency in English is a pre-requisite for this role

· Passion for providing exceptional service to clients

· IT literate

· Confident telephone manner with strong communications skills

· Self-motivated and friendly with a positive outlook

· Ability to handle confidential information

· Team Player

· Strong attendance, performance and adherence to policies are essential for this role

Hours of Operation:

40 hours per week within business hours.

Business hours: Monday to Friday 8.00 a.m. to 9.00 p.m., Saturday and Sunday 8.00 a.m. to 8.00 p.m.

Contract:

6-month fixed term contract – following the completion of 6 months there will be opportunities of working from office and/or hybrid options.

Rate of Pay:

Base hourly rate paid at €12.70 per hour.

Location:

This is a remote role. Required to supply a home broadband speed test with sufficient speeds to conduct this role at home. Requirement for the role to reside in Ireland.

YOU MUST BE OVER 18 YEARS OF AGE TO APPLY FOR THIS ROLE

The purpose of this job description is to provide a concise statement of the major responsibilities of this position in a standardised format. It is not intended to describe all elements of the work that may be performed and should not serve as the sole criteria for personnel decisions and actions.