Infosys BPM

Compensation

Full Description

Job Title: Bilingual Contact Center Specialist Location: Winston Salem, NC Department: Customer Service / Sales Operations Job Summary: The Bi lingual Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client’s mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners. Key Responsibilities: • Customer Support & Issue Resolution: • Handle inbound calls, chats, and potentially emails/outbound calls from client’s app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support. • Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment guide). • Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively. • Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution. • Maintain a high level of professionalism and empathy in all customer interactions. • Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction. • Order Management & Sales Support: • Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details. • Educate users on current promotions, loyalty programs, and new product launches available via the client app. • Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate. • Program Education & Adoption: • Proactively educate store owners on the benefits and features of the client app to encourage its full utilization. • Provide training and guidance on new app functionalities as they are released. • Gather feedback from users to identify areas for app improvement and report these insights to relevant teams. • Data Accuracy & Reporting: • Accurately document all customer interactions, inquiries, and resolutions within the CRM system. • Ensure the integrity and accuracy of customer data within the client user database and CRM system. • Identify recurring issues and contribute to development of support resources (FAQs, guides, workflows). • Collaboration: • Participate in team meetings and training sessions to stay updated on product knowledge, app enhancements, and company policies. Qualifications: • Education: High school diploma or equivalent required. • Experience: • 1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app. • Experience in the consumer goods or retail sector is a plus. • Familiarity with sales operations or order management processes is an advantage. • Technical Skills: • Proficiency in using CRM systems for logging interactions and managing customer data. • Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook). • Comfortable troubleshooting mobile applications and guiding users through digital interfaces. • Soft Skills: • Excellent verbal and written communication skills in Spanish (native level required). • Strong active listening and problem-solving abilities. • Patience, empathy, and a customer-centric attitude. • Ability to work independently and as part of a team in a dynamic environment. • Strong organizational skills and attention to detail. • Ability to handle multiple tasks simultaneously and prioritize effectively.