IVR Specialist

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Job Description

Anyone can have an innovative idea. Here they get heard.


Within Glbl Service Group we are looking for an IVR Specialist to support our continuous endeavor to provide our card members the best multi-channel customer service in the industry.

 

Our team is seeking a passionate, talented, and highly skilled addition to our dynamic IVR building team that designs and implements the next generation of our phone channel customer support system.

 

This expert role supports our constant effort to differentiate and personalize service to our card members by leveraging multi-channel customer service technologies. This role will be heavily focused on designing and implementing self-service type phone interaction call flows using state-of-the-art tools, and partner with stakeholders in different countries to collect information, access other systems and guarantee quality of delivered IVR product.

 

Responsibilities:

  • Understand business requirements to be implemented in call flows as directed by Business team

  • Design and deliver high-quality call flows in a timely manner following Agile methodology

  • Cooperate with other teams to integrate access to external systems, fix defects QA Team identified and update call flows whenever necessary

  • Update and deploy call flows to production as required, even outside regular business hours

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

Minimum Qualifications

  • Understand business requirements to be implemented in call flows as directed by Business team

  • Design and deliver high-quality call flows in a timely manner following Agile methodology

  • Cooperate with other teams to integrate access to external systems, fix defects QA Team identified and update call flows whenever necessary
  • Update and deploy call flows to production as required, even outside regular business hours Comfortable working in a corporate multi-matrix environment

Why American Express?


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

 

Amex have 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.

 

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.

 

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ReqID: 20003260
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 20, 2020, 3:02:40 PM