Senior Process Associate - Customer Service

About the role

Infosys BPM is seeking a Senior Process Associate to deliver exceptional customer service in its Aguadilla call centre. You will handle inbound calls, email, and chat interactions while ensuring client satisfaction and meeting productivity targets.

Key responsibilities

• Answer incoming calls from the queue in a professional, courteous manner.
• Assist internal and external customers via email and chat channels.
• Fulfill customer requests accurately and efficiently, documenting all interactions in the policy database.
• Transfer callers to appropriate departments and escalate issues to supervisors when needed.
• Proactively recommend and upsell products based on customer needs.
• Continuously enhance product knowledge by contributing to the department knowledge base and reviewing competitor information.
• Promote a positive team environment and consistently meet performance standards.

Required profile

• Minimum 12 months of experience in a customer‑facing role.
• High school diploma or GED required.
• Fully bilingual in Spanish and English (preferred).
• Excellent verbal and written communication with an upbeat demeanor.
• Ability to work independently, quickly, and with high accuracy.

Required skills

• Proficient with Microsoft Office applications.

What we offer

• Opportunity to work for a global BPM leader.
• Career development within a structured performance path.
• Dynamic, team‑oriented call‑centre environment.