What are the responsibilities and job description for the Customer Service Representative position at Infosys BPM Limited?
Job Description:
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.
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
- 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 Qualifications:
- High School Diploma or GED Equivalent
- Minimum of 12 months of Customer Services or in a customer facing role
Preferred Qualifications:
- Experience in Call Center and/or Sales, Customer Service
- Ability to operate a computer in a Windows environment
- Ability to successfully coordinate and resolve difficult delivery matters with customers and field contacts
- Skills in handling customer complaints/requests in a calm and refined manner
- Multitasking capabilities that include but are not limited to email, phone, chat, web support
- Ability to reference detailed reports connected to individual and field performance
- Excellent verbal and written communication
- Ability to work successfully within a team environment
- Proficiencies in speaking to frustrated customers on varying topics including product availability, off schedule delivery requests, and minimum order adherence
- Proven ability to work independently with minimal or no supervision
Job Type: Full-time
Shift:
- Day shift
- Morning shift
Ability to Commute:
- Winston Salem, NC 27150 (Required)
Work Location: In person
