Customer Support Specialist - Multichannel & Upsell

Infosys BPM; Aguadilla (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

Infosys BPM Limited, a subsidiary of Infosys Limited, operates a call center that focuses on delivering exceptional customer service while maximizing productivity and client satisfaction. The role handles direct phone interactions, email, and chat to resolve inquiries and upsell where appropriate.

Primary duties include responding to customer requests, escalating when needed, documenting interactions, and staying updated on product and policy changes.

Qualifications

• Minimum of 12 months of Customer Services or in a customer facing role.
• High school diploma or GED required.
• Experience in a call center environment is a plus.
• Excellent verbal and written communication.

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
• Attends weekly team meeting to stay abreast of product information, and procedural/policy changes

Skills

Verbal communication

Written communication

Customer service

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Infosys BPM Limited, a subsidiary of Infosys Limited, operates a call center that focuses on delivering exceptional customer service while maximizing productivity and client satisfaction. The role handles direct phone interactions, email, and chat to resolve inquiries and upsell where appropriate.

Primary duties include responding to customer requests, escalating when needed, documenting interactions, and staying updated on product and policy changes.