InP - Customer Service Associate II - Consumer

6 hours ago

Hyderabad, Telangana, India FIS Full time ₹ 6,00,000 - ₹ 12,00,000 per year

GENERAL DUTIES & RESPONSIBILITIES

  • Provides customer support by phone, email or instant message to consumers
  • Serves as primary contact for inbound customer issues
  • Escalates more technical product-related issues to proper Product Support department
  • Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries
  • Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems
  • When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource
  • Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge
  • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
  • Updates customer information and ensures accurate entry of contact information
  • Meets standards of job, such as quality standards, adherence to schedule and average handle time
  • May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer
  • Other related duties assigned as needed

EDUCATION REQUIREMENTS

High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge of the companys products, services and business operations to enable resolution of customer inquiries Excellent customer service skills that build high levels of customer satisfaction
  • Excellent verbal and written communication skills
  • Computer navigation and operation skills
  • Demonstrates effective people skills and sensitivities when dealing with others
  • Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION

  • Developing support role
  • Moderate skills with high level of proficiency
  • Responds to a high volume of inquiries about FISs products and services
  • Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed
  • Is able to effectively calm upset customers and end a negative situation positively
  • May coach and share information with professionals with less experience and/or expertise
  • Works under close to general supervision with little latitude for independent judgment
  • May consult with senior peers and team leads to learn through experience
  • Typically requires two or more years of experience in a call center or customer service-related job in a service industry
  • One or more years financial services experience is preferable.

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