Harvi Hibek

Customer Service Executive at FIS

• Philippines
• August 2017 to September 2019

• Maintain confidentiality of the company’s customers and data.
• Adheres to the assigned shift schedule and avoid any late attendance.
• Handle sudden rush of calls, stressful periods, and call volume pressure.
• Handle light back office work related to follow-up and customer complaints.
• Keep abreast with the latest changes to any of the company’s procedures and new policies.
• Continuously learn to keep up-to-date with changes and developments to services and procedures.
• Provide first level support for all technical and functional queries related website and mobile application.
• Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.
• Provide high quality customer service by answering customer inquiries efficiently and politely with correct and complete information and redirect them where appropriate.
• Provide high quality customer service by handling customer service requests as defined in the Call Center Operation Manual efficiently and accurately with relevant necessary documentation.
• Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.