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 :
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 & 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 : 07 : 30 am to 04 : 00 pm (shift is subject to change as per business need)
This role may be subject to additional background verification checks.
Graduate with a minimum work experience of 1-2 years preferably in card operations / customer services area
Knowledge of corporate services operations will be an advantage
Excellent written and verbal communication, listening and probing skills
Strong organizational skills and ability to work as part of a team to achieve goals
Proven experience with negotiating / problem solving
Ability to work within a busy and demanding team environment
Strong interpersonal and networking skills
Commitment to the highest level of customer service
Analytical and problem-solving skills
Ability to identify and act on issues which may impact this corporate client
Ability to manage own priorities
Ability to maintain composure under pressure in a demanding environment
Strong knowledge of PC based software including MSOffice and Outlook
Language : English Language : English
Schedule (Full-Time / Part-Time) : Full-time
Job type : Permanent
Industry Type : Customer Care
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