Job Description:

Provides customer support by phone, email or instant message to business customers Serves as primary contact for inbound customer issues Escalates more technical product-related issues to proper Product Support department
Processes a high volume of customer inquiries of FIS products and services and resolves a targeted percentage of those inquiries
Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
Updates customer information and ensures accurate entry of contact information
Meets standards of job, such as quality standards, adherence to schedule and average handle time
May provide guidance and/or mentoring to less experienced associates
Other related duties assigned as needed

High school diploma or GED

Knowledge of the companys products, services and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Computer navigation and operation skills
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment

Developing support role Moderate skills with high level of proficiency Responds to a high volume of inquiries about FISs products and services Questions and issues are predominantly routine, but associate must be able to deviate from standard scripts and procedures as needed Is able to effectively calm upset customers and end a negative situation positively May coach and share information with professionals with less experience and/or expertise Works under close to general supervision with little latitude for independent judgment May consult with senior peers and team leads to learn through experience Typically requires two or more years of experience in a call center or customer service-related job in a service industry One or more years financial services experience is preferable

With a 50-year history rooted in the financial services industry, FIS is the worlds largest global provider dedicated to financial technology solutions We champion clients from banking to capital markets, retail to corporate and everything touched by financial services Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries Our technology powers billions of transactions annually that move over $9 trillion around the globe FIS is a Fortune 500 company and is a member of Standard & Poors 500 Index

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice

FIS is an equal opportunity employer We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics The EEO is the Law poster is available here and here

For positions located in the US, the conditions below apply If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer In developing this job description care was taken to include all competencies needed to successfully perform in this position However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis

As part of the selection process this role may require an assessment to determine suitability

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 19th Apr 2020

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