Customer Resolution Specialist

5 days ago

Gurugram, India American Express Global Business Travel Full time

Job Description What You'll Do: - The Invoice Care Specialist within Invoicing Operations team is in charge of providing email support for travelling customers and internal teams who have an invoicing query request or complaint. They receive and troubleshoot invoicing query requests and complaints, liaising with both teams and Partners to provide resolution for the customer and internal teams. They also provide in depth analysis and expertise to assess reasons behind a query, ensuring the cause is correctly categorized for reporting in continuous improvement process. The Invoice Care Specialist reports to a Team Leader based in the Invoicing Operations team. - Manage travelling customer invoice care complaints and queries- to give a quality response to the internal or external customer, using clarity and empathy so that the customer has renewed faith in service. To focus on First Contact Resolution, so that the query is answered, or complaint resolved, for the customer, as quickly as possible and within agreed service levels. - Contribute to continuous improvement processes -to ensure each case is investigated, providing an in-depth root cause analysis, clearly identifying the topic, error type and area of responsibility. To categorize the case effectively so that clear reporting can derive from the analysis, to help prevent future service failures and additional customer cases. To manage each case with a focus on the team s key objectives of Quality, Global Alignment, Productivity and Case reduction. To highlight and feedback any significant issues to your Team Leader/Manager. - To provide a consistent Client Experience - to support your area/point of sale and provide support to other countries, when required, ensuring clients experience an aligned quality service in all countries What We re Looking For : - Bachelor s degree with 3 -6 years of experience in Invoicing. - Travel background - Proficiency in the Microsoft suite (Excel, PowerPoint, OneNote, etc.) - Fluency in English (written and oral) compulsory. Mastery of other languages (written and / or oral) desired depending on local markets.

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