American Express Careers

Customer Care Professional- PA E-Mail Servicing SGHK

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years,
backing them in moments big and small, granting access, tools, and resources to take
on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning
and collaboration, and helping them with what they need to succeed and thrive. We
have their backs as they grow their skills, conquer new challenges, or even take time to
spend with their family or community. And when they’re ready to take on a new career
path, we’re right there with them, giving them the guidance and momentum into the
best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

JOB DESCRIPTION:

Function Description:

  • Global Servicing Network (GSN) delivers extraordinary customer care to Card Members, and commercial clients around the world, while providing world-class customer services. 
  • PA Servicing caters to servicing Card Needs for our  Corporate Card Members for , ANZ, and SG & HK markets. Our aim is to deliver the world’s best customer experience every day by resolving
  • Clients  concerns effectively online engaging our Card members in the digital space. We service Programme administrators with all card related queries with best in class VOCM and survey response rate. 
Responsibilities:

  • This role involves interacting with corporate clients (Program Administrators, Account Development Managers, etc) and resolving their inquiries over email 
  • Ensuring that metrics such as Quality, Compliance, Voice of Customer & 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. 
  • Shift timing – 7:30 am to 4:00 pm (shift is subject to change as per business need) 
  • This role may be subject to additional background verification checks.

Qualifications


QUALIFICATION:

Critical Factors to Success:

  • Visualize & simplify end to end corporate card  experience 
  • Enable & drive process improvement based on voice of customer feedback
  • Strive to empower card members to self-servicing, Customer First Resolution  and reduce bad demand 

Past Experience:

  • 2-4 years of experience with servicing/VoCM. 
  • Preferred experience in customer service in Banking/Finance

Academic Background:

  • Graduate 

Functional Skills/Capabilities:

  • Customer centric 
  • Multi-tasking abilities 
  • MS Office – Word Behaviors  over written English  
  • Digital savvy,  excellent communication 
  • Excellent email writing skills

ReqID: 19006222
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 4, 2019, 12:20:59 AM
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