FIS GLOBAL BUSINESS SOLUTIONS INDIA PVT. LTD

Team Member (BB-D9884)

Found in: Talent IN

Description:
0 PERCENT GENERAL DUTIES & RESPONSIBILITIES Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department. Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries. Troubleshoots customer problems, identifies root cause of problem and uses tool 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 Customer Service Associates - Consumer. Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED GENERAL KNOWLEDGE, SKILLS & ABILITIES 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 FIS JOB LEVEL DESCRIPTION Experienced support role. Highly-skilled with extensive 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. Handles situations which may require adaptation of response or extensive research. May require advanced problem solving. Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with some latitude for independent judgment. Typically requires three 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.

calendar_today3 days ago

report

info full time

location_on Gurgaon, India

work FIS GLOBAL BUSINESS SOLUTIONS INDIA PVT. LTD

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