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Senior Process Executive - Customer Service Representative

June 18, 2026

Customer Service

Location: Warwick

Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for clients across the globe. Our integrated IT and BPM solutions approach enables us to unlock business value across industries and service lines, addressing business challenges for clients. We leverage innovative business excellence frameworks, productivity improvements, process reengineering, automation, and cutting-edge technology platforms to help clients achieve cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Position Summary

Provide 1st level support, service restoration, fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

Working Hours / Shift Pattern

This is a 24/7 rotational role with the following shifts (Including weekends):

Morning: 06:00 – 14:30
Afternoon: 14:00 – 22:30
Night: 22:00 – 06:30

Shifts rotate monthly across all patterns. All shifts are work from home.

Please note: this role requires flexibility to work across all shift types, including nights, as part of the rotation. This role is primarily work from home; however, flexibility to work from the office during core business hours (07:00 – 18:00), where required, is essential.

Required Skillset

Analytical and problem-solving skills

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability

Quickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empathetically

12-18 months' work experience in Customer Service
Experience of working within a Customer Service Desk environment.
Being proactive and show the utmost respect for customer's time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette

Aptitudes

Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Ability to work as part of a team or on own initiative.
Customer focused
Proactive
Self-Motivated
Patient
Innovative
Flexible

Responsibilities

To improve user confidence in the user's self-service portal.
Assist the caller in logging a case for the issue they are experiencing
Assist in modification of user profiles based on Service Requests / Work orders (Tickets)
To participate in an on-call Rota, providing 24-hour, first line support service to users.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times

Benefits

25 days holiday excluding Bank Holiday's Leave Year runs from April 1 to March 31
Sick Pay (3 paid Days in a 12-month period)
Employee discounts – Perk Box
Access to training platform for PD – Lex
Pension – employer contribution 3% employee contribution 5% - total 8% of designated banding
Income Protection
Employee Assistance Program(EAP)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...