American Express Careers

Customer Care Professional - Pa Servicing India

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

JOB DESCRIPTION:

  • The Primary Objective Would Be To Deliver Very High Standards Of Customer Service By Handling Correspondence / Email / Calls From Program Administrators -Ensuring Resolution Is Provided Accurately & Promptly. 
  • Complete All Transactions Agreed With The Customer And Adhere To All Timelines And Deadlines Set. 
  • Handle All Calls, 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. 
  • Conduct Root Cause Analysis Of Incoming Correspondence/Emails/Calls To Recommend Changes In Work Flows, Procedures, Servicing Levels, Based On Customers Demands To Meet Their Needs & Ensure Exceptional Quality Service At All Times. 
  • Suggest Process Improvements / Changes To Achieve & Ensure “First Contact Resolution”. 
  • Responsible For Ensuring Good Scores On External Customer Surveys E.G. Corporate Tbass And Gkcs. 
  • Should Be Self Driven And Be Able To Identify Ways To Do Things Differently That Will Continuously Improve The Business. 
  • Demonstrate Personal Excellence In All Tasks And Responsibilities. 
  • Graduate With A Minimum Work Experience Of 1-2 Years Preferably In Card Operations / Customer Services Area. 
  • Sound Written And Verbal Communication Skills. 
  • System Savvy And A Keen Learner Of Mainframe Systems And Complex High Value Card Products. 
  • Good Pc Skills Especially Ms Package. 
  • Sound Decision-Making Ability.Sound Card Servicing Background & Front-End Customer Servicing With Global Relationships. 
  • Ability To Work With Multiple Constituencies / Departments . 
  • Ability To Work Within A Demanding Team Environmentstrong Customer Service Skills. 
  • Working Knowledge Of Amex Customer Service And Risk Delivery Systems Including Ar, Cocas, Wcc And Cas.
  • Understanding Of Corporate Credit Procedures Would Be An Added Benefit .
  • Shift window of the profile is 7am to 7pm. Preferably flexible for shift environment. 

This role may be subject to additional background verification checks.

Qualifications

QUALIFICATION:

  • Sound knowledge of MS Office package Experience in Customer Service Industry will be preferred

ReqID: 18014082
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 11, 2018, 1:38:20 AM
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