Customer Service Associate Ii-business - Sao Paulo, Brasil - FIS Global

FIS Global

Empresa verificada

Sao Paulo, Brasil

há 2 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

Position Type:

Full time

Type Of Hire:

Experienced (relevant combo of work and education)

Education Desired:

General Equivalency Diploma

Travel Percentage:

0%

GENERAL DUTIES & RESPONSIBILITIES

Processes a high volume of customer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies the root cause of the problem and uses 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 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 associates.
Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES

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

FIS JOB LEVEL DESCRIPTION
Developing 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 Statement

FIS 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 Model

Recruitment 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.

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