Note: The job is a remote job and is open to candidates in USA. Infinite Computer Solutions is a global technology solutions and services provider specializing in digital transformation, IT consulting, application management, and business process outsourcing. The company is seeking a remote Customer Service Representative to handle customer inquiries across phone, email, chat, fax, and SMS while delivering high-quality service. The role involves using CRM and telephony systems, documenting interactions, resolving or escalating issues, meeting performance targets, and complying with company and client policies.
Responsibilities
- Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates
- Efficiently operate CRM tools, telephony systems, and other customer support platforms
- Accurately record all customer interactions in CRM or case management systems following client guidelines
- Manage inbound/outbound calls while responding to chats, emails, and other communication channels in a timely manner
- Resolve customer issues efficiently or escalate when necessary, ensuring high service quality
- Apply coaching and feedback from supervisors and quality analysts to improve performance and call handling
- Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases effectively
- Encourage customers to use electronic/self-service channels where applicable
- Maintain strict schedule adherence and reliable attendance
- Perform other related tasks as assigned
Skills
- Strong verbal and written communication skills
- Experience in inbound and outbound call center environments
- Proficiency with CRM systems and basic computer applications
- Ability to multitask across multiple communication channels
- Strong problem-solving and issue-resolution skills
- Ability to follow detailed instructions and procedures
- Self-driven with strong research and resource utilization skills
- Customer-focused with a positive, professional tone
- High reliability and strong attention to detail
- Hardwired Ethernet internet connection (Wi-Fi not accepted)
- Minimum internet speed: 100 Mbps download / 20 Mbps upload (higher recommended for stability)
Benefits
- Remote work arrangement
- Monday to Friday schedule
Company Overview
Company H1B Sponsorship