Customer Care Professional

American Express

Gurgaon, Haryana, India

5d ago

Description

Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services.

The organization is also home for several shared services that help to power American Express including procurement / supplier management, real estate & workplace experiences, and sales operations & business enablement.

GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.

Purpose of the Role

The position is responsible for providing quality and timely completion of Merchant requests related to Banking Updates / Maintenance on existing merchant accounts / New Account set-ups, payments research and account reconciliation

Responsibilities

Requires the handling of outbound and inbound calls to and / or from Financial Institutions, Merchants, and internal customers.

Provide service & support to Merchants, Processors, Internal teams, Acquisition, Network Development and Risk Management

Review, analyze, and process merchant requests from the simple to the complex

Review, understand, and apply information from business and legal documents, in order to fulfill critical maintenance requests.

Identify and contribute towards process improvement initiatives

Challenge status quo

Ensure timely execution of cases and following strict deadlines for enhanced merchant experience

Strong analytical and collaboration skills

Excellent written and verbal communication skills

Demonstrates ability to be self-directed with excellent follow through

Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care

Able to interact professionally with all levels of clients

Ability to manage multiple tasks simultaneously

Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.

Qualification

Bachelor’s & above

Excellent verbal and written communication skills

Ability to evaluate Merchant information

High result orientation

Ability to take independent decision & meet stringent deadlines

Demonstrated dependability

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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

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