Associate II Client Contact

FIS - Fidelity Information Services; Manila; On-site; PHP 201,000 - 290,000; Full time

Job summary

FIS - Fidelity Information Services in Manila is seeking an entry-level client support specialist to handle escalated client issues, post-sales questions, and sales inquiries. You will communicate with clients as a primary contact and contribute to documentation and reporting.

Under moderate supervision, you will support pre-sales activities and assist in maintaining smooth operations of sales and support processes. Experience through education or internships is acceptable.

Qualifications

• Entry-level role requiring basic education and practical exposure.
• Ability to follow guidelines while solving low to moderate problems.
• Good communication and collaboration with colleagues.

Responsibilities

• Handle escalated client issues and post-sales support via multiple channels.
• Process sales orders or inquiries and provide timely updates to clients.
• Create, maintain, and disseminate client-facing documentation and support materials.

Job description

Job Description

Delivers technical and non-technical support via various channels to ensure effective handling of escalated client issues, post-sales support, and accurate processing of sales orders or inquiries. Completes support tasks under general direction, applying discretion when making decisions and working to resolve operational issues. Communicates regularly with clients, acting as a point of contact for basic inquiries, concerns, and feedback. Executes routine tasks with some deviation from standard practices, accomplishes day-to-day objectives within the job area, and seeks advice or input from senior personnel as needed. Contributes to the successful and efficient creation, maintenance, and dissemination of client-facing documentation and support materials. Communicates with internal teams to elevate and resolve complex issues, ensuring a positive client experience. Prepares basic reports that detail client interactions, communication effectiveness, and support metrics to inform future initiatives. Operates as a productive contributor and works under moderate supervision, ensuring work methods align with established guidelines and standards. Supports pre-sales activities and post-sales processes, contributing to the smooth flow of sales operations by providing technical and non-technical support.

Entry-level individual contributor work with moderate supervision, following established guidelines while exercising independence. This position contributes to organizational goals by managing semi-complex tasks, including developing schedules or refining work methods for improved outcomes. The work requires solving problems of low to moderate complexity and making minor adjustments to existing processes. Communication & collaboration with others and sharing information that may require explanation or interpretation. The colleague may also support less experienced peers. This position typically requires knowledge gained through a combination of education and practical experience.

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 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.