Customer Service Representative

Infinite Computer Solutions; United States; On-site; USD 25,000 - 30,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative for the Contact Centre to handle inquiries via phone, email, chat, fax, and SMS. The role emphasizes delivering high-quality service, ensuring a positive customer experience, and complying with client and company standards.

Key responsibilities include using CRM and telephony systems, recording interactions accurately, and meeting performance metrics such as NPS and resolution rates.

Qualifications

• Strong verbal and written communication skills.
• Experience in inbound and outbound call center environments.
• Proficiency with CRM systems and basic computer applications.
• Ability to multitask across multiple communication channels.
• Strong problem-solving and issue-resolution skills.

Responsibilities

• Meet attendance, schedule adherence, quality, and performance metrics (NPS, resolution rates).
• Operate CRM tools, telephony systems, and other customer support platforms.
• Record all customer interactions in CRM or case management systems per client guidelines.
• Manage inbound/outbound calls and respond to chats, emails, and other channels promptly.
• Resolve customer issues or escalate when necessary to maintain high service quality.
• Apply coaching and feedback to improve performance and call handling.
• Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases.
• Encourage customers to use electronic/self-service channels where applicable.
• Maintain reliable attendance and adhere to schedule requirements.
• Perform other related duties as assigned.

Skills

Communication skills

Call center experience

CRM proficiency

Multichannel support

Problem solving

Attention to detail

Procedures compliance

Tools

CRM systems

Job description

Infinite Computer Solutions is a global technology solutions and services provider specializing in digital transformation, IT consulting, application management, and business process outsourcing. The company partners with leading enterprises across industries such as healthcare, telecom, and technology to deliver scalable, customer-centric solutions. With a strong focus on innovation, quality, and operational excellence, Infinite enables organizations to enhance customer experience and drive business efficiency.

Overview

• The Customer Service Representative (CSR) is part of the Contact Centre team responsible for handling customer inquiries across multiple communication channels including phone, email, chat, fax, and SMS. The role focuses on delivering high-quality service, ensuring a positive customer experience, and maintaining compliance with client and company standards.

Key Responsibilities

• Performance Targets: Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates.
• System Usage: Efficiently operate CRM tools, telephony systems, and other customer support platforms.
• Documentation: Accurately record all customer interactions in CRM or case management systems following client guidelines.
• Multichannel Support: Manage inbound/outbound calls while responding to chats, emails, and other communication channels in a timely manner.
• Issue Resolution: Resolve customer issues efficiently or elevate when necessary, ensuring high service quality.
• Continuous Improvement: Apply coaching and feedback from supervisors and quality analysts to improve performance and call handling.
• Policy Compliance: Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases effectively.
• Digital Adoption: Encourage customers to use electronic/self-service channels where applicable.
• Attendance & Discipline: Maintain strict schedule adherence and reliable attendance.
• Additional Duties: Perform other related tasks as assigned.

Required Skills & Qualifications

• Strong verbal and written communication skills
• Experience in inbound and outbound call center environments
• Proficiency with CRM systems and basic computer applications
• Ability to multitask across multiple communication channels
• Strong problem-solving and issue-resolution skills
• Ability to follow detailed instructions and procedures
• Self-driven with strong research and resource utilization skills
• Customer-focused with a positive, professional tone
• High reliability and strong attention to detail

Technical Requirements (Mandatory)

• Hardwired Ethernet internet connection (Wi-Fi not accepted)
• Minimum internet speed: 100 Mbps download / 20 Mbps upload (higher recommended for stability)