Customer Service - Professional - Thane @ Fiserv

• 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