Customer Service Representative

About the role

As a Customer Service Representative at Infosys BPM, you will handle customer interactions and troubleshooting. You will use a system that prompts questions to ask customers and checks to perform. If that does not resolve the issue, you will transfer the customer to FirstNet Technical Support.

Responsibilities

• Provide post-sales operational support and expertise to key contacts for business customers, including Authorized Order Placers (AOPs) and telecom managers of client enterprise accounts.
• Assist with wireless program management, including billing and reporting product support, billing inquiries and issues, payment processing, account and service-level changes, equipment troubleshooting and upgrades, network troubleshooting, service information, international calling and roaming support, migrations, and warranty exchanges.
• Identify opportunities for process improvements that enhance the quality of service provided to customers.
• Resolve customer issues that require in-depth analysis and research.

Requirements

• At least 12 months of customer service experience or experience in a customer-facing role.
• High school diploma or GED.
• Preferred: fully bilingual in Spanish and English.
• Prior call center experience is a plus.
• Excellent verbal and written communication skills.
• Ability to interact professionally with customers while maintaining 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.

Datos clave

• Requires at least 12 months of customer service or customer-facing experience.
• A high school diploma or GED is required.
• Fully bilingual Spanish and English is preferred.
• Prior call center experience is a plus.