Client Contact Associate II

FIS; Gurugram District; Hybrid; INR 300,000 - 420,000; Full time

Benefits offered by this job

Private medical and dental coverage

Modern work environment

Job summary

FIS is seeking a customer service representative to provide phone-based support for consumers. You will handle inquiries, process orders, address warranty or billing questions, and route complex issues to the Product Support team.

You will document problems, keep contact details updated, and aim to meet quality and efficiency targets. The role emphasizes strong communication, teamwork, and the ability to deliver high levels of customer satisfaction while learning about FIS products and services.

Qualifications

• High school diploma or GED is required.
• Excellent customer service and communication skills demanded.
• Ability to use computers and navigate software systems effectively.
• Ability to work both independently and in a team.

Responsibilities

• Provide customer support by phone and be the primary contact for inbound issues.
• Escalate more technical product-related issues to the Product Support department.
• Process a high volume of inquiries and resolve a targeted percentage.
• Troubleshoot problems and identify root causes using available tools.
• Escalate unresolved issues for coaching and further learning.
• Document inbound support requests and update customer information accurately.
• Meet quality, schedule adherence, and average handling time targets.

Skills

Product knowledge

Customer service

Verbal communication

Computer navigation

People skills

Independent & team work

Education

High school diploma or GED

Job description

Job Description:

Provide customer support to consumers via telephone .Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.

What You will do

• Provides customer support by phone. 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 escalateto 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.

Primary Skill

• 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 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.

What we offer you

• A competitive salary with attractive benefits including private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities

A work environment built on collaboration and respect.

EDUCATION REQUIREMENTS

High school diploma or GED

Privacy Statement

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 .

Sourcing Model

#pridepass