Customer Support Specialist
Genesis Call Center, LLC
Customer Service Associate
Sutherland
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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.
Requirements
- 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
- 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
Benefits
- Training from Office for 2 months and then PERMANENT WORK FROM HOME.
- 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 modern work environment and a dedicated and motivated team
- A broad range of professional education and personal development opportunities
- A work environment built on collaboration and respect
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttroubleshootingproblem resolutiondocumentationdata entrycontact center experienceBPO experiencedispute processingcomputer navigationoperational procedures
Soft skills
excellent customer servicedetail-orientedorganizational skillscoachingmentoringcommunicationproblem identificationescalation managementtime managementcustomer satisfaction