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Customer Service Analyst

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Job Description

You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
 
Role Introduction
 
Function Description:
Customer Fulfillment Network Commercial is part of GSG Group Servicing Corporate clients across the globe in maintain, modifying their corporate account hierarchies and ensuring best of class Customer service, quality focusing on first call resolution to all client Enquiries.
Purpose of the Role:
This role involves interacting with corporate clients (Program Administrators, Account Deve)
Responsibilities:
  • Ensuring that metrics such as Quality, Compliance & Productivity are met
  • Adherence to schedule (attendance, start/finish time, breaks)
  • Take ownership of the email/issue and resolve to customer’s expectations to deepen relationship and achieve highest level of customer satisfaction.
  • Understand, determine and anticipate customer needs and present solutions as appropriate.
  • Ensure all actions and requests are attended to within the service level agreements.
  • Escalate unresolved issues to senior representative or team leader
  • Maintain a positive and effective work environment
  • Observe privacy act at all times when dealing with customers
  • Actively uphold the blue box values by not engaging in behaviors that do not support our corporate objectives to improve all areas of the service profit chain,
  • Support changes that will be implemented out of business needs, adjustments to company policies, process.
  • Liaise with other AmEx business units and develop relationship networking for the long-term benefit of the client.
  • Actively uphold the blue box values.

Minimum Qualifications

Graduate in any stream from renowned University.
 
 
 
Critical Factors to Success:
  • Should be self-driven and highly motivated
  • Candidate must see work with primary sense of servicing our Customers with first interaction resolution
  • Should have nice communication skills both Oral and written
  • Understand Amex values and business ethics.
 
Past Experience:
Experience of Customer Service, Corporate Services and client management is preferred
Functional Skills/Capabilities:
  • Strong organizational skills and ability to work as part of a team to achieve goals
  • Proven experience with negotiating/problem solving
  • Ability to work within a busy and demanding team environment
  • Commitment to the highest level of customer service
  • Analytical and problem-solving skills
  • Ability to identify and act on issues which may impact this corporate client,
  • Ability to manage own priorities
Technical Skills/Capabilities: Strong knowledge of PC based software including MSOffice and Outlook.
 
 
 
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
 
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
 

ReqID: 21005485
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 22, 2021, 10:55:15 AM