Call Center Customer Service Representative

Infosys BPM; Aguadilla (PR); On-site; USD 28,000 - 38,000; Full time

Job summary

Infosys BPM operates a call center in Aguadilla focused on delivering exceptional customer service for travel insurance products. The role involves handling high-volume calls, emails, and chats, with required evening, weekend, and holiday availability.

Primary duties include accurate information delivery, escalation when needed, and proactive product recommendations to customers. A minimum of one year in customer service is expected.

Qualifications

• High School Diploma or GED Equivalent.
• Minimum of 1 year in a Customer Service role.

Responsibilities

• Answer incoming calls from queue in a professional and courteous manner.
• Assist internal and external customers via email.
• Service internal and external customers via customer chat channel.
• Ensure that customer requests are fulfilled and questions are answered accurately and efficiently.
• Transfer callers to the appropriate departments.
• Escalate calls to supervisor as warranted.
• Enter comments and notes within the policy database.
• Proactively recommend and upsell appropriate products based on customer needs.
• Continue building product knowledge by studying coverage and procedural documents.
• Foster a team environment and maintain positive relationships with peers, customers and partners.
• Meet or exceed performance standards outlined in the department career path.

Skills

Customer service

Phone support

Email handling

Chat support

Upselling

MS Office

Education

High School Diploma

Tools

Policy database

Job description

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to travel insurance products. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.

Principal Duties and Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner
• Assists internal and external customers via email
• Service internal and external customers via customer chat channel
• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
• Transfers callers to the appropriate departments
• Escalate calls to supervisor as warranted
• Enter appropriate comments and notes within policy database
• Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
• Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
• Foster a team environment by creating and maintaining a positive relationship with peers, customers and business partners
• Consistently meet or exceed performance standards outlined in the Customer Service Department career path

Basic Qualifications

• High School Diploma or GED Equivalent
• Minimum of 1 year in Customer Service Role

Preferred Qualifications

• Excellent verbal and written communication
• Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
• Excellent computer skills including experience with Microsoft Office products
• Ability to work independently at a quick pace and with a high degree of accuracy