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Customer Service Analyst

1 month ago

Gurgaon, Haryana, India myGwork Full time

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

Customer Fulfillment Network Commercial is part of GSG Group Servicing Corporate clients across the globe in maintain, modifying their corporate account hierarchies and ensuring best of class Customer service, quality focusing on first call resolution to all client Enquiries. This role involves interacting with corporate clients (Program Administrators, Account Managers):

  • Understanding of credit balance refund , Bridger tool, sanction screening  including new compliance regulations that may occur from time to time
    • 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.

Minimum Qualifications

  • Should be self-driven and highly motivated.
  • Candidate must see work with primary sense of servicing our customers with first interaction resolution.
  • Should have Niche communication skills both Oral and written.
  • Understand Amex values and business ethics.
  • Experience of Customer Service, Corporate Services and client management is preferred.

Preferred Qualifications

  • Graduate in any stream from renowned University.
  • 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.
  • 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.
  • Strong knowledge of PC based software including MSOffice and Outlook.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries 
  • Bonus incentives 
  • Support for financial-well-being and retirement 
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
  • Generous paid parental leave policies (depending on your location) 
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
  • Free and confidential counseling support through our Healthy Minds program 
  • Career development and training opportunities

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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