Enterprise Account - Customer Service – Professional (24 x 7)

• Responsibilities
  • Responsible for providing support both voice and non-voice to enterprise clients with proactive outreach, interaction and timely responses to service requests and product solutions
  • Regular client interlocks involving technology, product, operations and business teams between Fiserv and the client
  • Liaison between Fiserv and its clients/customers, working to resolve problems and ensure services and solutions are delivered as expected
  • Responsible for ensuring adherence to Key metrics such as
    • Responsiveness – Operations, BAU, Client Advisory 
    • Timeline commitments – Work Requests
    • SLA management
    • Complaints / Escalations
  • Act as a point of contact for issues and co-ordinate with multiple internal stakeholders for effectively resolving client queries and issues
  • Monitor and measure Client satisfaction through NPS and LTR measures
  • Demonstrate of a high degree of personal ownership for end-to-end resolution for issues, with root cause analysis and permanent fixes
• Requirements
  • Experience of at least 5 years in customer service operations role for merchant acquiring or payment services companies
  • Understanding of Merchant Acquiring business, POS terminal operations, and knowledge of hospitality payment solutions would be preferable
  • Ability to manage, track, monitor and communicate with various external stakeholders such as clients, vendors etc.
  • Self-Driven Change agent with a positive customer focused attitude, to lead improvement and transformation at an organization level.
  • Excellent interpersonal and communication skills
  • This is a position to work in off business hours shifts – 6 PM to 3 AM, and 2 AM to 11 AM