Customer Resolution Specialist

3 weeks ago

Gurgaon, Haryana, India American Express Full time

Amex GBT is a place where colleagues find inspiration in travel as a force for good and xe2x80x93 through their work xe2x80x93 can make an impact on our industry Wexe2x80x99re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued Ready to explore a career path Start your journey What Youxe2x80x99ll Do on a Typical Day Provides email support for travelling customers and internal teams who have an invoicing query request or complaint Receives and troubleshoots invoicing query requests and complaints liaising with both teams and Partners to provide resolution for the customer and internal Egencia teams Provides in-depth analysis and expertise to assess reasons behind a query ensuring the cause is correctly categorized for reporting in Egenciaxe2x80x99s continuous improvement process 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 Egencia 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 Egenciaxe2x80x99s 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 casesTo manage each case with a focus on the teamxe2x80x99s key objectives of Quality Global Alignment Productivity and Case reductionTo highlight and feedback any significant issues to your Team Leader Manager Provide a consistent Client Experience - To support your area point of sale s and provide support to other countries when required ensuring clients experience an aligned quality service in all countriesWhat Wexe2x80x99re Looking For Graduate with 3-6 years of experience 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 Location Gurgaon IndiaThe TeamGBT ExperienceWork and life Find your happy medium at Amex GBT Flexible benefits are tailored to each country and start the day you do These include health and welfare insurance plans retirement programs parental leave adoption assistance and more Travel perks get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals Develop the skills you want when the time is right for you with global tuition assistance access to over 20 000 courses on our learning platform leadership courses and new job openings available to internal candidates first We strive to champion Diversity Equity and Inclusion in every aspect of our business at GBT You can connect with colleagues through our global Inclusion Groups centered around common identities or initiatives to discuss challenges obstacles achievements and drive company awareness and action Wellbeing resources to support mental and emotional health for you and your immediate family And much more All applicants will receive equal consideration for employment without regard to age sex gender and characteristics related to sex and gender pregnancy and related medical conditions race color citizenship religion disability or any other class or characteristic protected by law Furthermore we are committed to providing reasonable accommodation to qualified individuals with disabilities Please let your recruiter know if you need an accommodation at any point during the hiring process For details regarding how we protect your data please consult What if I donxe2x80x99t meet every requirement If youxe2x80x99re passionate about our mission and believe youxe2x80x99d be a phenomenal addition to our team donxe2x80x99t worry about xe2x80x9cchecking every box please apply anyway You may be exactly the person wexe2x80x99re looking for American Express

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