Travel Insurance Support Specialist — Evenings & Weekends

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

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.