Senior Process Associate – Customer Service

About the role

The Senior Process Associate will deliver exceptional customer service for travel insurance products within Infosys BPM's call centre in Aguadilla, Puerto Rico. The role involves handling inbound calls, emails, and chat interactions while meeting productivity and quality standards.

Key responsibilities

• Answer incoming calls from the queue in a professional, courteous manner.
• Assist internal and external customers via email and chat channels.
• Provide accurate, knowledgeable, and efficient responses to customer inquiries.
• Transfer callers to appropriate departments and escalate issues to supervisors when needed.
• Enter detailed comments and notes in the policy database.
• Proactively recommend and upsell relevant products based on customer needs.
• Continuously enhance product knowledge and contribute to the department knowledge base.
• Foster a positive team environment and maintain strong relationships with peers and business partners.

Required profile

• High School Diploma or GED equivalent.
• Minimum of 12 months experience in customer service or a customer‑facing role.
• Availability to work evenings, weekends, and holidays as required.
• Ability to work Monday‑Friday, 8 am‑6 pm.

Required skills

• Microsoft Office proficiency.

What we offer

• Opportunity to work within a global BPM organization.
• Professional development and career progression pathways.
• Collaborative, multilingual team environment.