Senior Process Associate

About the role

The Senior Process Associate will deliver high‑quality customer service in a fast‑paced call‑center environment, handling phone, email and chat interactions. The role supports Infosys BPM’s mission to provide exceptional client satisfaction while meeting productivity targets.

Key responsibilities

• Answer incoming calls from the queue in a professional and courteous manner.
• Assist internal and external customers via email and chat channels.
• Ensure customer requests are fulfilled accurately and efficiently.
• Transfer callers to the appropriate departments and escalate issues when necessary.
• Document interactions and comments in the policy database.
• Proactively recommend and upsell products based on customer needs.
• Continuously improve product knowledge and contribute to the department knowledge base.
• Foster a positive team environment and consistently meet performance standards.

Required profile

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

Required skills

• Microsoft Office

What we offer

• Opportunity to work for a global leader in business process management.
• Professional development and career‑path growth within the Customer Service department.
• Collaborative team environment focused on client satisfaction.