Customer Care Professional

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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:
 

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.

Qualifications

QUALIFICATION:
  • 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.

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

 

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

 

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



ReqID: 19021965
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 6, 2020, 3:13:55 AM