Customer Service

2 weeks ago

Thane, India Fiserv, Inc. Full time

**Calling all innovators - find your future at Fiserv.**

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

**Job Title**

Customer Service - Professional

**Enterprise Account - Customer Service - Professional (24 x 7)**

**Responsibilities**
- Responsible for providing support both voice and non-voice to enterprise clients with proactive outreach, interaction and timely responses to service requests and product solutions
- Regular client interlocks involving technology, product, operations and business teams between Fiserv and the client
- Liaison between Fiserv and its clients/customers, working to resolve problems and ensure services and solutions are delivered as expected
- Responsible for ensuring adherence to Key metrics such as
- Responsiveness - Operations, BAU, Client Advisory
- Timeline commitments - Work Requests
- SLA management
- Complaints / Escalations
- Act as a point of contact for issues and co-ordinate with multiple internal stakeholders for effectively resolving client queries and issues
- Monitor and measure Client satisfaction through NPS and LTR measures
- Demonstrate of a high degree of personal ownership for end-to-end resolution for issues, with root cause analysis and permanent fixes

**Requirements**:

- Experience of at least 5 years in customer service operations role for merchant acquiring or payment services companies
- Understanding of Merchant Acquiring business, POS terminal operations, and knowledge of hospitality payment solutions would be preferable
- Ability to manage, track, monitor and communicate with various external stakeholders such as clients, vendors etc.
- Self-Driven Change agent with a positive customer focused attitude, to lead improvement and transformation at an organization level.
- Excellent interpersonal and communication skills
- This is a position to work in off business hours shifts - 6 PM to 3 AM, and 2 AM to 11 AM

Thank you for considering employment with Fiserv. Please:

- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

**What you should know about us**:
Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

**Our commitment to Diversity and Inclusion**:
**Warning about fake job posts**:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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