InP - Customer Service Associate II-Consumer

FIS. Empowering the Financial World; Gurugram District; On-site; INR 3,00,000 - 4,00,000; Full time

Job summary

A global fintech company is seeking a customer support representative in Gurugram, Haryana. The role involves providing support via phone and email, troubleshooting issues, and handling customer inquiries about products. Candidates should have excellent communication skills, a high school diploma, and preferably two years of experience in customer service. This position offers a full-time contract with opportunities for guidance and mentoring.

Qualifications

• Knowledge of FIS products and services to resolve customer inquiries.
• Ability to meet quality standards and handle inquiries effectively.
• Experience in a call center or customer service-related job.

Responsibilities

• Provide customer support via phone, email, or instant message.
• Process high volume inquiries about FIS products.
• Troubleshoot customer problems and identify root causes.
• Follow up on escalated issues with coaching.
• Document support requests and update customer information.

Skills

Customer service skills

Verbal communication

Written communication

Computer navigation

Teamwork

Independence

Education

High school diploma or GED

Job description

Position Type: Full time

Type Of Hire: Experienced (relevant combo of work and education)

Education Desired: General Equivalency Diploma

Travel Percentage: 0%

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 escalated 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 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 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

Developing support role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about FIS’s products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two 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.

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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.