Process Associate-Customer Service-US - Military Veterans
at Infosys Limited
Senior Process Associate - Customer Service
Aguadilla, Puerto Rico
This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.
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
Basic:
- Minimum of 12 months of Customer Services or in a customer facing role
- High school diploma or GED required
Preferred:
- Fully bilingual (Spanish and English)
- Prior experience working in a call center environment is a plus
- Excellent verbal and written communication
- Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
- Excellent computer skills including experience with Microsoft Office products
- Ability to work independently at a quick pace and with a high degree of accuracy
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 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March, 2024.
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.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
Puerto Rico, TX
Infosys was started in 1981 by seven people with $250. Today, we are a global leader in consulting, technology and outsourcing with revenues of $7.126 billion (LTM Q2 FY13). Many of the world’s most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise.
Our award-winning Infosys Labs and its breakthrough intellectual property can be leveraged as a co-creation engine to accelerate innovation across the enterprise.
Infosys pioneered the Global Delivery Model (GDM), based on the principle of taking work to the location where the best talent is available, where it makes the best economic sense, with the least amount of acceptable risk. Continued leadership around GDM enables Infosys to drive extraordinary efficiencies and free up clients’ resources for strategic transformation or innovation initiatives.
Infosys has a global footprint with 66 offices and 69 development centers in US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada and many other countries. Infosys and its subsidiaries have 153,761 employees as on Sep 30, 2012.
Infosys takes pride in building strategic long-term client relationships. 98.2% of our revenues come from existing customers (Q2 FY 13).
Infosys gives back to the community through the Infosys Foundation that funds learning and education.