Customer Service Associate

PART TIME - Customer Service/Call centre Advisor
6 months contract
Part time - 20 hours per week
Cumbernauld
100% office based including training.
Part time - 20 hours - 3 evenings + 1 weekend shift - the weekend shift will be an 8-hour shift.
All hours between 7am - 11pm flexible.
Job Description Summary
Provide customer support to consumers via telephone and/or Internet, eg, instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment.
GENERAL DUTIES & RESPONSIBILITIES
Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
Tracks and documents inbound support requests and ensures p...