Associate II, Client Contact

FIS Global Solutions Philippines; Manila; On-site; PHP 290,000 - 424,000; Full time

Job summary

FIS Global Solutions Philippines is seeking a customer service professional to provide support by phone, email or instant message to consumers. You will serve as the primary contact for inbound issues and escalate more technical problems to Product Support.

You will handle a high volume of inquiries, troubleshoot problems, document interactions, and strive to meet quality and efficiency targets while collaborating with teammates and mentoring less experienced colleagues.

Qualifications

• 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.

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.
• 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.

Skills

Customer service

Verbal & written communication

Product knowledge

Computer literacy

People skills

Teamwork

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.

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 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.

What you 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

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. 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 FIS Online Privacy Notice 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. #pridepass