Customer Service associate ii - consumerFIS

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Associate's Degree
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
What you will be doing
Serves as the primary contact for customer issues via email and inbound telephonic support in Spanish and English
Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine a resolution
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
What you bring
Excellent verbal and written communications skills in both Spanish and English REQUIRED
Excellent customer service skills that build high levels of customer satisfaction
Minimum 1 year of Spanish Bilingual Experience in a BPO REQUIRED
Willingness to work in night shifts
Willingness to work from home temporarily. Stable internet broadband connection(15MBPS or more) at home REQUIRED
Computer navigation and operations skills
Ability to work both independently, as well as in a team environment
Willingness to learn and to be open to feedback
Added bonus if you have
Banking related industry experience
Demonstrated success in a dynamic environment; ability to adapt to rapid change
What we offer you
A fantastic range of benefits including medical, dental, vision, and paid vacation
Great workspace with dedicated and motivated colleagues
A broad range of professional education and personal development possibilities - FIS is your final career step!
A variety of career development tools, resources and opportunities
A work environment built on collaboration, flexibility and respect
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
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.
#pridepass
FIS

Manila City, Metro Manila
Permanent
Full-time