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Customer Service Associate Lead

2 weeks ago

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

Customer Service Associate Senior Job Description

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The primary goal of this role is to provide top-notch customer support by phone, email or instant message. You will serve as the main point of contact for inbound customer issues and work closely with the Product Support department to resolve more technical product-related problems.

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Key Responsibilities:

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  • Process a high volume of consumer inquiries regarding FIS products and services, resolving a targeted percentage of those inquiries.\
  • Troubleshoot customer problems, identify root causes and utilize tools and resources to determine the best solution.\
  • Escalate complex issues to the appropriate resource when necessary and follow up on escalated issues to provide coaching and mentoring.\
  • Track and document inbound support requests, ensuring proper notation of customer problems or issues.\
  • Update customer information and ensure accurate entry of contact data.\
  • Meet job standards, including quality standards, schedule adherence, and average handle time.\
  • Provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.\
  • Perform other related duties as assigned.\
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Requirements:

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  • High school diploma or equivalent required.\
  • Demonstrated knowledge of company products, services, and business operations to enable resolution of customer inquiries.\
  • Excellent customer service skills to build high levels of customer satisfaction.\
  • Strong verbal and written communication skills.\
  • Proficiency in computer navigation and operation.\
  • Effective people skills and sensitivities when dealing with others.\
  • Ability to work independently and within a team environment.\
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What We Offer:

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As a valued member of our team, you can expect:

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  • A dynamic work environment that encourages growth and development.\
  • Ongoing training and support to enhance your skills and abilities.\
  • Opportunities for advancement and career progression.\
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