American Express Careers

Customer Care Professional

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.
 
JOB OVERVIEW:
 
  • The Primary Objective Would Be To Deliver Very High Standards Of Customer Service By Handling Correspondence And Queries For Premium And High Value Customers.
  •  Complete All Transactions Agreed With The Customer And Adhere To All Timelines And Deadlines Set.
  • Suggest Process Improvements / Changes To Achieve & Ensure “First Contact Resolution”.
  • Conduct Root Cause Analysis Of Incoming Correspondence To Recommend Changes In Work Flows, Procedures, Servicing Levels, Based On Customers Demands To Meet Their Needs & Ensure Exceptional Quality Service Is Given At All Times.
  • Handle All Written Customer Enquiries, Maintenance And Non-Se Disputes For Customers In A Timely And Accurate Manner.
  • Ensure Smooth Functioning Of Cmm By Meeting Key Performance Indicators & Achieving Laid Down Slas.
  • Work With Other Operations Departments And Customer Groups To Deliver Quality Service And Support New Product Launches, Promotions Etc
  • Contribute Towards Team Goals By Strictly Managing Individual Productivity Targets.
  • Ensure Complete Adherence To Approval Grid For Financial Adjustments By Team And Self.
 
This role may be subject to additional background verification checks.

Qualifications

QUALIFICATIONS:

  • Graduate
  • Good communication skills both written and oral .
  • Analytical mind & attention to detail. 
  • High level of Customer sensitivity, commitment & service orientation.
  • High result orientation.
  • Ability to take independent decision & meet stringent deadline

ReqID: 18009964
Schedule (Full-Time/Part-Time): Full-time
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