InP - Customer Service Associate II-Consumer International Voice Process

FIS; Gurugram District; On-site; INR 250,000 - 350,000; Full time

Job summary

FIS in India is seeking a customer service professional to handle consumer inquiries by phone, email, or chat, providing timely, accurate resolutions and guiding callers to the right resources. You will serve as the primary contact for inbound issues and escalate complex problems to Product Support as needed.

The role requires excellent communication, a customer-first mindset, and the ability to work independently or as part of a team in a fast-paced call-center environment.

Qualifications

• High school diploma or GED required.
• Experience in customer service preferred.
• Excellent communication and computer skills.

Responsibilities

• Provides customer support by phone, email or instant message to consumers.
• Serves as primary contact for inbound customer issues and 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 and uses tools to resolve issues.
• When unable to resolve problems quickly, escalates to appropriate resource and follows up with coaching to share solutions.
• Tracks and documents inbound support requests and ensures proper notation of customer problems.
• 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 mentoring to less experienced Customer Service Associates.

Skills

Customer service

Communication

Problem solving

Teamwork

Independence

Education

High school diploma or GED

Job description

Job Description:

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About The Team

It’s an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions!

What You Will Be Doing

• 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 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

What You Will Bring

• 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

Education Requirements

High school diploma or GED

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.

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.