Position Type : Full time Type Of Hire :
Experienced (relevant combo of work and education)
Travel Percentage :
25%
General Duties and Responsibilities:
Manage non-commercial customer queries and issues to successful resolution. This could involve engaging internal or external stakeholders where necessary to resolve a range of standard and complex issues. You will keep the customer informed on progress through to resolution via timely updates and use your personal relationship with the customer to prioritise and manage case workloads.
Work as part of the Customer Account Team. You will attend and actively participate in Account Team Meetings. You may also attend a variety of meetings face to face or via video link. You willalso attend and contribute to meetings with other internal stakeholders to support and improve the customer journey, including Ops Finance, Product, and Delivery.
Customer education. You will work proactively with customers to educate them on a range of topics including using and navigating Worldpay\'s portals, reports, reconciliation, and risk tools. You will ensure customers understand any business impacting changes and what it means to the customer.
Improve the customer experience. You will proactively work to identify opportunities to improve the customer journey / experience. You will assess root cause of issues, produce change requests, review and improve process, and feed back to other business areas ways in which processes can be improved. CSMs, working with Team Managers and Relationship Management, will alsoreview customer feedback to event-driven Customer Satisfaction Surveys (CSAT) and work with customers to understand their pain points and priorities for improvement.
Qualifications:
5+ years\' experience of working within a B2B customer facing environment * Experience of managing operational customer relationships
Clear and positive communication, both written and verbal, in English
Excellent IT skills, including Microsoft Windows and Office, and common web browser settings and configuration (e.g. Firefox, Internet Explorer, Safari)
Self-starter, self-directed, willingness to present to clients and represent the team to multiple stakeholders
All the above duties and responsibilities are essential job functionsfor which reasonable accommodation will be made. All job requirementslisted indicate the minimum level of knowledge, skills and/or abilitydeemed necessary to perform the job proficiently. This positiondescription is not to be construed as an exhaustive statement ofduties, responsibilities or requirements. Colleagues may be requiredto perform any other job-related instructions as requested by theirleader, subject to reasonable accommodation.
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Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
