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You deserve to do what you love, and love what you do – a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices – if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv.


Requisition ID R-10280374 Date posted 01/18/2023 City Thane State/Region Maharashtra Country India

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


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