Provide customer support to consumers via telephone .Handle customer inquiries and resolve straightforward and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.
What You will do
Provides customer support by phone. 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.
Primary Skill
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 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.
What we offer you
A competitive salary with attractive benefits including private medical and dental coverage insurance
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A up-to-date work environment and a dedicated and motivated team
A broad range of professional education and personal development opportunities
A work workplace built on collaboration and respect.