Customer Service Associate II-Consumer

2 weeks 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 REQUIREMENTSHigh 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

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