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Service Recovery SME

Job Description

  • To handle Escalation and all resolution call types.
  • Meet all KPIs as per resolution standards and as per the goals given.
  • To ensure end to end follow up in all call types.
  • To escalate and highlight to the management should any particular pattern noticed in incoming complaints.
  • To work along with other business units in ensuring higher CFR rate.
  • Ensure timely resolution is given to customers both internal and external and high level of professionalism is maintained at all times.
  • To be a team player in a highly competitive team while being creative in driving results and fun at work.
  • To support any other business needs that may arise from time to time.

Minimum Qualifications

  • Ability to work in a flexible schedule
  • High energy and able to work under pressure.
  • Ability to work unsupervised and demonstrate Resolution Executive qualities
  • Articulate and fluent verbal and written English
  • Strong CSC product experience and knowledge essential with both systems and processes
  • Demonstrated understanding of Customer Service Delivery goals and able to drive results and achievements
  • Strong self-confidence and ability to maintain composure and control under pressure in a demanding environment
  • Strong team player with the competency to impact and influence
  • Highly developed decision making and problem-solving skills
  • Competency in all Microsoft Office applications

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


ReqID: 21007129
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 7, 2021, 4:43:16 AM