Senior Customer Service Representative
2 days ago
The primary function of this role is to provide exceptional customer support to consumers through various communication channels, including phone, email, and instant messaging. As the primary point of contact for inbound customer issues, you will be responsible for resolving customer complaints in a timely and professional manner.
You will work closely with other teams to identify solutions to complex problems and ensure that customer inquiries are addressed promptly. Your goal will be to achieve a high level of customer satisfaction by delivering top-notch service and support.
- Process a large volume of consumer inquiries related to FIS products and services and resolve a significant percentage of those inquiries.
- Troubleshoot customer problems, identify the root cause, and utilize available tools and resources to determine the best course of action.
- 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 and maintain accurate records of customer interactions.
- Update customer information and ensure the accuracy of customer data.
Standards of Performance:
- Meet quality standards
- Adhere to schedules
- Achieve average handle time goals
To excel in this role, you will need to possess the following skills and qualifications:
- High school diploma or equivalent
- Knowledge of company products, services, and business operations
- Excellent customer service skills
- Effective verbal and written communication skills
- Computer navigation and operation skills
- Demonstrated ability to work independently and as part of a team
As a successful candidate, you will bring a strong foundation in customer service, excellent communication skills, and the ability to work effectively in a team environment.
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