Client Support Specialist II — Elevate Customer Experience

FIS; Philippines; On-site; PHP 223,000 - 391,000; Full time

Benefits offered by this job

Competitive salary

Career development

Professional education

Benefits

Job summary

FIS in the Philippines is seeking a proactive Customer Service Associate to join our global support team. You’ll handle inbound inquiries by phone, email or chat, resolve routine issues, and escalate complex problems to specialized teams as needed.

You’ll work independently and as part of a collaborative group, maintain accurate customer records, and strive to meet quality and efficiency targets while contributing to a positive customer experience.

Qualifications

• Knowledge of the company’s products and services
• Excellent customer service skills
• Excellent verbal and written communication
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities
• Ability to work both independently and in a team environment

Responsibilities

• Provides customer support by phone, email or instant message to consumers.
• Processes a high volume of consumer inquiries and resolves a targeted percentage.
• Troubleshoots customer problems, identifies root cause and uses tools to resolve issues.
• Escalates unresolved issues to appropriate resource and follows up with coaching.
• Tracks and documents inbound support requests and ensures proper notation of problems.
• Updates customer information and ensures accurate entry of contact details.
• Meets standards of job, such as quality, schedule adherence and handle time.
• May mentor less experienced Customer Service Associates.
• Performs other related duties as needed.

Skills

Customer service

Verbal communication

Written communication

Computer skills

Teamwork

Job description

FIS in the Philippines is seeking a proactive Customer Service Associate to join our global support team. You’ll handle inbound inquiries by phone, email or chat, resolve routine issues, and escalate complex problems to specialized teams as needed.

You’ll work independently and as part of a collaborative group, maintain accurate customer records, and strive to meet quality and efficiency targets while contributing to a positive customer experience.