Customer Service Associate Job in Gurgaon at FIS Global

FIS Global is hiring for the role of Customer Service Associate!

Responsibilities of the Candidate:

• 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 the proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
• Troubleshoot customer problems identify the root cause of problems and use tools 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 resources. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions 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 the job, such as quality standards, adherence to schedule, and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumers.
• Other related duties are assigned as needed.

Requirements:

• High school diploma or GED General Knowledge
• Knowledge of the company’s 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
• Moderate skills with a high level of proficiency
• Responds to a high volume of inquiries about FIS’s products and services
• Questions and issues are predominantly routine but associates must be able to deviate from standard scripts and procedures as needed
• 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 of financial services experience is preferable