Customer Service Associate (International Voice/Non Voice)

Are you a problem-solver with a passion for helping people? Do you thrive in a fast-paced environment where you can make a real difference? If so, a career as a Customer Service Associate at FIS in Gurgaon, India could be the perfect fit for you.

In this role, you will be the first point of contact for FIS customers, providing support and resolving inquiries via phone, email, and instant message. You will play a vital role in ensuring customer satisfaction and building lasting relationships with FIS clients globally. This position offers an excellent opportunity to develop your customer service skills, expand your knowledge of financial technology, and grow your career within a leading global organization.

A Day in the Life of a Customer Service Associate

Each day as a Customer Service Associate at FIS will bring new challenges and opportunities to learn and grow. Here’s a glimpse into what a typical day might look like:

• Morning: Start your day by reviewing your schedule and preparing for incoming customer inquiries. Check for any updates or changes to products or services that may impact customer interactions.
• Throughout the Day: Answer inbound calls, respond to emails, and engage in instant messaging conversations with customers. Address their inquiries, troubleshoot problems, and provide solutions in a timely and efficient manner.
• Problem Solving: Diagnose the root cause of customer issues and utilize your knowledge of FIS products and services to determine the best course of action. Escalate complex issues to the appropriate support teams when necessary.
• Documentation: Accurately document all customer interactions, including the nature of the inquiry, the steps taken to resolve it, and the final outcome. This information is crucial for tracking trends, identifying areas for improvement, and ensuring a seamless customer experience.
• Collaboration: Collaborate with team members and other departments to share knowledge, resolve complex issues, and improve overall customer service.
• Learning and Development: Participate in ongoing training and development activities to enhance your skills and knowledge of FIS products and services.
• End of Day: Review your completed tasks, update any outstanding issues, and prepare for the next day.

Why Gurgaon, India?

Gurgaon, also known as Gurugram, is a thriving hub for technology and business in India. Located near Delhi, it offers a vibrant and dynamic environment with numerous opportunities for professional growth. Working in Gurgaon provides access to a diverse talent pool, a strong infrastructure, and a supportive ecosystem for innovation. FIS's presence in Gurgaon allows you to be part of a global organization while experiencing the unique culture and opportunities that India has to offer.

Career Path

FIS is committed to providing its employees with opportunities for career advancement. As a Customer Service Associate, you can progress along several career paths, depending on your interests and skills. Some potential career paths include:

• Senior Customer Service Associate: Provide guidance and mentoring to less experienced team members, handle more complex customer inquiries, and contribute to process improvements.
• Team Lead: Supervise a team of Customer Service Associates, monitor performance, provide coaching and feedback, and ensure that team goals are met.
• Quality Assurance Specialist: Monitor customer interactions, identify areas for improvement, and develop training materials to enhance the quality of customer service.
• Product Support Specialist: Provide technical support to customers, troubleshoot complex product issues, and collaborate with product development teams to resolve bugs and enhance functionality.
• Account Manager: Manage relationships with key FIS clients, identify opportunities to expand services, and ensure client satisfaction.

Salary & Benefits

FIS offers a competitive salary and benefits package that is designed to attract and retain top talent. The salary for a Customer Service Associate in Gurgaon, India typically ranges from ₹300,000 to ₹600,000 per year, depending on experience and qualifications. In addition to salary, FIS offers a comprehensive benefits package that includes:

• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave, holidays)
• Employee assistance program (EAP)
• Professional development opportunities
• Training programs
• Tuition reimbursement
• Retirement plan (401k or equivalent) with company match
• Life insurance
• Disability insurance (short-term and long-term)
• Flexible work arrangements (if applicable)
• Employee discounts on FIS products and services
• Wellness programs
• Employee recognition programs

FIS Culture

At FIS, we believe that our people are our greatest asset. We foster a culture of innovation, collaboration, and respect, where everyone has the opportunity to contribute their unique talents and perspectives. We are committed to creating a diverse and inclusive workplace where all employees feel valued, supported, and empowered to succeed. FIS also has a robust Environmental Social Governance (ESG) program, so it is a great place to work with a bright future for our communities and planet!

How to Apply

If you are interested in joining the FIS team as a Customer Service Associate in Gurgaon, India, we encourage you to apply online through the FIS careers website. Please submit your resume and a cover letter highlighting your relevant skills and experience. We look forward to hearing from you!

FAQ

1. What are the working hours for this position?
   Working hours may vary depending on the needs of the business, but typically involve rotational shifts to cover international time zones. Specific shift details will be discussed during the interview process.
2. What type of training is provided?
   FIS provides comprehensive training on its products, services, and customer service best practices. Training may include classroom instruction, online modules, and on-the-job coaching.
3. What are the opportunities for advancement?
   FIS is committed to providing its employees with opportunities for career advancement. As a Customer Service Associate, you can progress along several career paths, depending on your interests and skills.
4. What is the dress code?
   The dress code at FIS is business casual.
5. What are the key skills required for this role?
   Key skills include excellent customer service, communication, problem-solving, and computer navigation skills.
6. Is prior experience required?
   Prior experience in customer service is preferred but not required. FIS provides comprehensive training to all new hires.
7. What is the interview process like?
   The interview process typically involves a phone screening, followed by one or more in-person or video interviews with hiring managers and team members.
8. What is the company culture like?
   FIS fosters a culture of innovation, collaboration, and respect, where everyone has the opportunity to contribute their unique talents and perspectives.
9. What is the work environment like?
   The work environment is fast-paced and dynamic, with a focus on teamwork and customer satisfaction.
10. What are the growth opportunities at FIS?
    FIS provides numerous opportunities for professional development and career advancement, including training programs, tuition reimbursement, and mentorship programs.