Customer Service - Thane, India - Fiserv, Inc.
Description
Calling all innovators - find your future at Fiserv.
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world.
We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely.
Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved.
If you want to make an impact on a global scale, come make a difference at Fiserv.Job Title
Customer Service - Professional
Enterprise Account - Customer Service - Professional (24 x 7)
Responsibilities
- Responsible for providing support both voice and nonvoice to enterprise clients with proactive outreach, interaction and timely responses to service requests and product solutions
- Regular client interlocks involving technology, product, operations and business teams between Fiserv and the client
- Liaison between Fiserv and its clients/customers, working to resolve problems and ensure services and solutions are delivered as expected
- Responsible for ensuring adherence to Key metrics such as
- Responsiveness
- Operations, BAU, Client Advisory
- Timeline commitments
- Work Requests
- SLA management
- Complaints / Escalations
- Act as a point of contact for issues and coordinate with multiple internal stakeholders for effectively resolving client queries and issues
- Monitor and measure Client satisfaction through NPS and LTR measures
- Demonstrate of a high degree of personal ownership for endtoend resolution for issues, with root cause analysis and permanent fixes
Requirements:
- Experience of at least 5 years in customer service operations role for merchant acquiring or payment services companies
- Understanding of Merchant Acquiring business, POS terminal operations, and knowledge of hospitality payment solutions would be preferable
- Ability to manage, track, monitor and communicate with various external stakeholders such as clients, vendors etc.
- Self-Driven Change agent with a positive customer focused attitude, to lead improvement and transformation at an organization level.
- Excellent interpersonal and communication skills
- This is a position to work in off business hours shifts 6 PM to 3 AM, and 2 AM to 11 AM
Please:
- Complete the stepbystep profile and attach your resume (either is acceptable, both are preferable).
What you should know about us:
Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries.
As a FORTUNE 500 company, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to excellence and purposeful innovation.
Our commitment to Diversity and Inclusion:
Warning about fake job posts:
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If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.
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