Customer Service Associate (International Voice/Non Voice)

Talent'd HR Solutions; Gurgaon; On-site; INR 250,000 - 400,000; Full time

Job summary

Talent'd HR Solutions is seeking a Customer Service Associate in Gurgaon, India. The role focuses on delivering exceptional customer support through various communication channels, handling inquiries related to financial technology solutions. Candidates should possess strong problem-solving skills and communication abilities to ensure high customer satisfaction. You will work collaboratively with a skilled team while tracking and documenting customer interactions and meeting operational standards.

Qualifications

• Strong ability to maintain high customer satisfaction levels.
• Good verbal and written communication capabilities.
• Ability to navigate computer systems and operate relevant support tools.

Responsibilities

• Provide customer support through phone, email, or instant messaging.
• Handle inquiries related to FIS products and services.
• Troubleshoot customer issues and determine root causes.
• Track and document incoming support requests.
• Meet operational standards for quality and handling time.

Skills

Customer support

Verbal communication

Written communication

Problem solving

Job description

Customer Service Associate (International Voice/Non Voice)

FIS is a global provider of financial technology solutions serving the banking and payments industry. The team focuses on delivering reliable support and resolving customer issues related to FIS products and services. You will work in a collaborative environment with professionals who support consumers through multiple communication channels.

About the Team

The team consists of skilled professionals working together to address customer concerns and deliver support for financial technology products. Members collaborate closely to ensure a smooth customer experience while continuously learning and improving service quality.

Key Responsibilities

• Provide customer support through phone, email, or instant messaging, acting as the primary contact for inbound customer queries.
• Handle a high volume of inquiries related to FIS products and services and resolve a targeted percentage of requests.
• Troubleshoot customer issues, determine root causes, and use available tools and resources to provide solutions.
• Escalate technical or complex product issues to the appropriate Product Support teams when required.
• Follow up on escalated cases to understand the resolution and expand product knowledge.
• Track and document incoming support requests and maintain accurate records of customer concerns.
• Update and maintain customer information, ensuring correct entry of contact details.
• Meet operational standards such as quality benchmarks, schedule adherence, and average handling time.
• Provide guidance or mentoring to less experienced Customer Service Associates when necessary.
• Carry out additional related duties as assigned.

Skills and Knowledge

• Understanding of company products, services, and business operations to resolve customer inquiries.
• Strong ability to deliver customer support and maintain high satisfaction levels.
• Good verbal and written communication capabilities.
• Ability to navigate computer systems and operate relevant support tools.
• Comfort working independently as well as within a collaborative team environment.