American Express Careers

CCP- Merchant Technical Servicing

Gurgaon, India
Customer Care Operations

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Job Description

JOB DESCRIPTION:

  • The Primary Objective Would Be To Deliver High Standards Of Customer Service By Handling Queries For Merchants, Banks and Clients With Strong Focus On First Contact Resolution. 
  • Queries will relate to Point of Sale (POS) and Card Not Present (CNP) activities.
  • Handle Customer Enquiries For The Domestic Merchant Base And Service Requests In An Extremely Professional, Responsive And Competent Manner. 
  • Make significant progress in improving our customer experience and loyalty to the brand 
  • Increase First Contact Resolution on inbound contacts to drive Satisfaction 
  • Reduce cycle time and increase accuracy in our back office processes & front office vendors and partners 
  • Drive Top Box Satisfaction Goal Of “ Fully Satisfied “ Customer Experience. 
  • Conduct Root Cause Analysis Of Incoming Calls 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. 
  • Suggest Process Improvements / Changes To Achieve & Ensure “First Contact Resolution”. 
  • Enhance Shareholder Value By Up Selling (Cross Selling) Products To Customers On Incoming Calls (Incentive Based Program) 
  • Complete All Transactions Agreed With The Customer And Adhere To All Timelines And Deadlines Set.

Qualifications

QUALIFICATION:

  • Graduate in any stream. (Graduate in BSC-IT or Computer application will be an added advantage). 
  • Graduate with 1-3 years of relevant work experience (Previous Experience In The Call Centre / Customer Service Roles Is Preferred) 
  • Basic knowledge of credit card and technical helpdesk will be an added advantage 
  • Excellent Oral And Written Communication Skills 
  • Strong Interpersonal And Coordination Skills • Strong And Committed Customer Focus And Consistent Demonstration Of Service Excellence. 
  • Compliance With Company Policies And Procedures. 
  • Ability To Take Independent Decision & Meet Stringent Deadlines. 
  • Good PC Skills 
  • Flexible 
  • Strong Result Focus

ReqID: 18011919
Schedule (Full-Time/Part-Time): Full-time
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