Note: The job is a remote job and is open to candidates in USA. Infinite Computer Solutions is seeking a Customer Service Representative to join its Contact Centre team. The role handles customer inquiries across phone, email, fax, chat, and SMS, resolves or escalates issues, documents interactions, and delivers high-quality customer experiences while meeting performance and schedule expectations.
Responsibilities
- Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score)
- Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions
- Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems
- Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally
- Issue Resolution: Resolve or escalate customer issues quickly, maintaining a focus on service excellence
- Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality
- Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up to date with policies, and use knowledge bases effectively
- Electronic Communication: Encourage customers to use electronic communication methods where possible
- Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines
- Other Duties: Perform other tasks as required
Skills
- Strong communication skills
- Proficiency with computer systems and CRM tools
- Connection must be hardwired (Ethernet)
- Internet Minimum required speed: 100 Mbps download / 20 Mbps upload(Recommended: at least double the minimum speed to account for fluctuations)
- Need call center experience with inbound and outbound
- Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership
- Ability to multitask and manage inquiries from multiple communication channels
- Problem-solving and issue resolution capabilities
- Self-reliant. Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues
- Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences
- Reliability and attention to detail
- Rotation Shift (9 hours), Monday–Friday
Company Overview
Company H1B Sponsorship