American Express - Lead Analyst (2-5 yrs) Gurgaon/Gurugram (Others)
American Express
Gurgaon
3d ago
source : Highorbit Careers Pvt. Ltd

Job Description :

  • American Express is a global services company and the world's largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide -
  • combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

  • American Express for 9th consecutive year has been voted among India's top 10 workplaces by the Great Place to Work institute.
  • In recognition of our consistent performance, we were nominated to the Great Place to Work - Hall of Fame- .

  • At American Express, we serve customers, not transactions. We- re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.
  • D. Power for seven consecutive years.

  • A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.
  • Come join us and realize your potential.
  • Senior Analyst, Band 28, Marketing Services Concierge, SABE, GBS
  • Marketing Services Concierge team will support multiple campaign execution capabilities, processes and teams for business units at AXP.
  • This will be a team of customer service-centric individuals with a deep knowledge and strong understanding of the marketing capabilities and processes.
  • Responsibilities : Senior Analyst with Marketing Services Concierge team will be responsible to provide first line support on issues, inquiries and requests on various marketing platforms.

    Key Responsibilities include :

  • Responsible for assisting all marketing end users contacting the marketing services concierge
  • Responsible for resolving end user queries and following up with end users within set SLAs, while providing best in class customer service.
  • Collaborate with technologies and business and assist then in resolving the issues. Evaluate if outside assistance is required and escalate cases as per defined process.
  • Responsible for maintaining updated documentation for all capability and / or process
  • Responsible for user access management, including raising user access requests, activating and deactivating user access.
  • Responsible for pulling Adhoc reports for end users
  • Responsible for raising IMRs for all capability defects identified by end users.
  • Monitor and track user reported issues through reports / dashboards to ensure that timeliness & quality goals are met.
  • Communicate with users via email, instant messenger, telephone, and Live Meeting to analyze problem and provide updates or issue resolution.
  • Maintain documentation for processes used by the customer support team and the support knowledge base for known issues.
  • Demonstrated customer support ability :

  • Excellent problem solving skills (issue identification, problem structuring, analysis, development of recommendations)
  • Strong communication and negotiation skills and the ability to interact equally effectively with Customers and with Technologies
  • Demonstrated analytical skills including the ability to think through all aspects of problems and generate possible courses of action
  • Proven track record in driving results with ability to coordinate and prioritize concurrent activities within deadline-driven climate
  • Excellent written communication skills including the ability to develop easy to understand user documentation for complex issues
  • Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
  • Ability to work independently and in a team situation
  • Strong attention to details in order to maintain compliant user system access
  • Preference to Salesforce.com experienced resources with ADM 201 certification
  • Data manipulation with excel and understanding of ETL tools
  • 2+ years of experience in a business environment / Customer Support / Helpdesk environment
  • NOLI

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