Customer Service

4 months 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 and Regular shift - 10 AM to 7 PM

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 leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune_®_ magazine's "World's Most Admired Companies" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

**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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