Customer Service Representative

Infosys BPM; Winston-Salem (NC); On-site; USD 2,066,400 - 2,617,440; Full time

Job summary

Infosys BPM is seeking an entry-level Bi Lingual Contact Center Representative to support small store owners using the client app. You will handle calls, chats, and emails, guide users through app functions, and document interactions in the CRM system.

The role emphasizes learning the client app, providing friendly service, and escalating complex issues to senior staff as needed. Remote work is not specified; strong teamwork and punctuality are valued.

Qualifications

• High school diploma or equivalent required.
• 0-1 year of experience in a customer service role or similar client-facing position.
• Experience with mobile apps or digital platforms is a plus.
• Basic computer literacy, including familiarity with Microsoft Office (Word, Outlook).
• Comfortable learning new software and navigating mobile applications quickly.
• Experience with CRM systems is a plus but not required – training will be provided.
• Excellent verbal communication skills in Spanish.
• Strong listening skills and a genuine desire to help others.
• Patience, politeness, and a positive attitude.
• Ability to follow instructions and learn quickly.
• Reliable and punctual.
• Ability to work effectively in a team environment.

Responsibilities

• Provide friendly and efficient support to small store owners via the client app.
• Handle inbound calls, chats, and emails about app navigation and order status.
• Guide users through simple app functionalities and troubleshoot basic issues.
• Escalate complex problems to senior associates or supervisors.
• Document customer interactions in the CRM system.
• Conduct outbound calls to follow up on tickets and provide resolutions.

Skills

Spanish (verbal)

Customer service

CRM systems

Microsoft Office

Education

High school diploma

Tools

CRM systems

Microsoft Office

Job description

The Bi Lingual Contact Center Reprsentative for the client’s program is an entry-level position responsible for providing friendly and efficient support to small store owners who use the client’s mobile application. This role is crucial in assisting our partners with their app-related questions, helping them place orders, and ensuring a positive experience that contributes to their business success and our continued partnership.

Key Responsibilities:

• Front-Line Customer Support:
• Handle inbound calls, chats, and potentially emails from client app users regarding common inquiries such as app navigation, basic order status, and general program information.
• Provide clear and polite assistance, guiding users through simple app functionalities.
• Learn to identify and troubleshoot basic app issues, escalating more complex problems to senior associates or supervisors.
• Maintain a positive and helpful demeanor in all customer interactions.
• Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.
• Order and Information Assistance:
• Assist store owners with basic questions about placing orders through the app.
• Help users understand current promotions and how to access them within the client app.
• Accurately document details of all customer interactions and inquiries in the CRM system.
• Learning & Development:
• Actively participate in training sessions to gain in-depth knowledge of the client app features, client products, and customer service best practices.
• Seek guidance from team leads and senior colleagues to enhance problem-solving and communication skills.
• Continuously learn about the needs of small business owners to provide more tailored support.
• Data Entry & Accuracy:
• Ensure accurate and complete entry of customer interaction details into the CRM system.
• Support the team in maintaining up-to-date customer records.

Qualifications:

• Education: High school diploma or equivalent required.
• Experience:
• 0-1 year of experience in a customer service role, retail, or a similar client-facing position.
• Experience with mobile apps or digital platforms is a plus.
• Technical Skills:
• Basic computer literacy, including familiarity with Microsoft Office (Word, Outlook).
• Comfortable learning new software and navigating mobile applications quickly.
• Experience with CRM systems is a plus but not required – training will be provided.
• Soft Skills:
• Excellent verbal communication skills in Spanish
• Strong listening skills and a genuine desire to help others.
• Patience, politeness, and a positive attitude.
• Ability to follow instructions and learn quickly.
• Reliable and punctual.
• Ability to work effectively in a team environment.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.