Overview
**Role: Customer Service Representative (HTD)**
**Duration: Contract**
**Location: Santa Ana, San Jose, CR**
- A Customer Service Representative takes calls from customers answering questions or addressing any concerns they may have.
- Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problems.
- In this role you will be responsible for Service Level Agreement (SLA) compliance, Process compliance, customer interactions, knowledge management to meet the client goals.
- You will be working for Infosys on behalf of our partners as frontline staff supporting our clients by delivering a high-level customer experience.
**Qualifications**
**Basic**
- **High School Diploma or GED Equivalent.**
- **Strong command in English Language, B2+ minimum (BELT)..**
**Preferred Experience In**:
- Answering or making calls to Customers to support them on their needs or queries.
- Handling complex situations or escalation calls.
- Explaining possible solutions to ensure that customers feel valued and supported through active listening.
- Engaging with irate customers to diffuse tense situations.
- Working with KPIs and striving to exceed them to delight customers.
- Sales pitch and recommendations for products or services that may better suit client needs.
- Learning and innovation through training and continuous improvement sessions.
**Additional Skills and Competencies**:
- Customer focused: Having a passion to provide an exceptional service to clients by exceeding expectations.
- Confident telephone manner with strong communications skills.
- Positive attitude: seek a positive side to every situation, being proactive both in thought and action.
- Integrity: Ability to handle confidential information displaying values that enable decisions to be made in a fair and honest manner.
- Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide an appropriate and timely response.
- Team Player: resourceful, with the ability to work collaboratively with leaders and the wider team.
- Experience promoting and/or selling products and services to fit the needs of each client.
- Strong attendance, performance and adherence to policies are essential for this role.
- PC Skills: You are comfortable using computers and can easily navigate several different systems or programs.
