Customer Service Associate II

Job DescriptionPosition TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredGeneral Equivalency DiplomaGeneral Duties & ResponsibilitiesProvides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support departmentProcesses a high volume of customer inquiries of FIS products and services and resolves a targeted percentage of those inquiriesTroubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problemsWhen 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 knowledgeTracks and documents inbound support requests and ensures proper notation of customer problems or issuesUpdates customer information and ensures accurate entry of contact informationMeets standards of job, such as quality standards, adherence to schedule and average handle timeMay provide guidance and/or mentoring to less experienced associatesOther related duties assigned as neededEducation RequirementsHigh school diploma or GEDGeneral Knowledge, Skills & AbilitiesKnowledge of the company’s products, services and business operations to enable resolution of customer inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsComputer navigation and operation skillsDemonstrates effective people skills and sensitivities when dealing with othersAbility to work both independently and in a team environmentFis Job Level DescriptionDeveloping support role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about FIS’s 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.Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepassJob DetailsRole Level: Mid-Level Work Type: Full-Time Country: Philippines City: Makati National Capital Region Company Website: http://www.fisglobal.com/ Job Function: Customer Service Company Industry/Sector: IT Services and IT Consulting and Financial ServicesWhat We OfferAbout The CompanySearching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.ReportDisclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.