Full-Time Customer Service Associate - Work from Home

Job Description Summary: Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple 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 be doing:

• 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.

What you bring:

• Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations
• Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing
• Excellent customer service skills that build high levels of customer satisfaction
• Computer navigation and operation skills
• Detail-oriented with good organizational skills

Added bonus if you have:

• 1-year of customer service experience that helps you in dealing with these customers
• 1-year experience working in a high-volume contact center/ BPO
• Excellent customer service skills that build high levels of customer satisfaction

What you bring

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

Freshers can also apply. Minimum 6 months of experience with excellent communication and written skills

What is the last date for applying to the job?

Which countries are accepted for this remote job?