Client Contact Associate II

FIS; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Private medical coverage

Dental coverage

Career development

Job summary

FIS is seeking an experienced Customer Support Associate to join our team in Gurugram. You will provide phone-based support to consumers, respond to inquiries, and guide customers through basic changes such as orders, addresses, and billing issues.

You will escalate more technical product questions to the Product Support department and aim to resolve issues quickly while maintaining accuracy and a positive customer experience. Strong communication and teamwork are essential.

Qualifications

• Experience providing customer support via phone or chat.
• Strong communication and problem-solving abilities.
• Ability to work independently and in a team.

Responsibilities

• Provide customer support by phone and address inquiries.
• Escalate complex product issues to Product Support.
• Resolve basic support issues such as address changes and orders.
• Document inquiries and maintain accurate customer data.
• Meet quality, schedule and efficiency targets.
• Mentor less experienced associates when needed.

Skills

Customer service

Verbal communication

Computer skills

People skills

Teamwork

Education

High school diploma or GED

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

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 elevate 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

Primary Skill

Knowledge of the company's 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 Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.