Customer Service Representative/ Call center Associate / Customer care Agent

Infinite Computer Solutions; United States; On-site; USD 32,000 - 52,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative to join our Contact Centre team. You will handle inquiries across phone, email, chat, and other channels, delivering high-quality service and maintaining compliance with client and company standards.

Ideal candidates excel at communication, multitasking, and problem solving, with experience in inbound/outbound call centers and proficiency with CRM systems.

Qualifications

• Experience in inbound and outbound call center environments.
• Ability to multitask across multiple communication channels.
• Proficient with CRM systems and basic computer applications.
• 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.

Responsibilities

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

Skills

Verbal communication

Written communication

CRM proficiency

Multichannel support

Problem solving

Detail oriented

Follow instructions

Research skills

Professional tone

Reliability

Tools

CRM software

Telephone 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 escalate 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)