Senior Customer Support Representative

19 hours ago

Sonipat Sonepat Hisar Gurgaon Gurugram, India beBeeCustomer Full time US$ 40,000 - US$ 80,000

Job Role Summary

  • Delivers exceptional customer experiences through timely, accurate and personalized support via various communication channels.

Responsibilities

  1. Provides proactive and reactive support to customers via phone, email or instant message.
  2. Processes a high volume of consumer inquiries related to FIS products and services.
  3. Troubleshoots complex customer issues by identifying root causes and utilizing relevant tools and resources to resolve problems.
  4. Escalates unresolved issues to appropriate teams or specialists when necessary.
  5. Tracks and documents inbound support requests to ensure accurate notation of customer problems or issues.
  6. Updates customer information with precision and ensures accurate entry of contact details.
  7. Meets key performance indicators (KPIs) such as quality standards, adherence to schedule and average handle time.
  8. May provide guidance and/or mentoring to junior Customer Service Associates in order to enhance their skills and knowledge.
  9. Contributes to process improvements and recommends solutions to enhance the overall customer experience.

Requirements

  • High school diploma or equivalent
  • Demonstrated knowledge of company products, services and operations to enable effective resolution of customer inquiries
  • Excellent customer service and interpersonal skills that foster high levels of customer satisfaction
  • Effective verbal and written communication skills
  • Proficient computer navigation and operation skills
  • Ability to work independently and collaboratively within a team environment

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