Customer Service Analyst Job in Gurgaon at American Express

American Express is hiring for the role of Customer Service Analyst!

Responsibilities of the Candidate:

• Ensure that metrics such as Quality, Compliance & Productivity are met
• Adhere to schedule (attendance, start/finish time, breaks).
• Take ownership of the email/issue and resolve the customer’s expectations to deepen the relationship and achieve the 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 a senior representative or team leader
• Maintain a positive and effective work environment.
• Observe privacy acts at all times when dealing with customers.
• Uphold the blue box values by not engaging in acts 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, and processes.
• Liaise with other AmEx business units and develop relationship networking for the long-term benefit of the client.
• Uphold the blue box values.

Requirements:

• Should be self-driven and highly motivated.
• Candidate must-see work with a 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 in Customer Service, Corporate Services and client management is preferred.
• Preferred Qualifications:
  • Graduate in any stream from a 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 that may impact this corporate client.
  • Ability to manage own priorities.
  • Strong knowledge of PC-based software including MS Office and Outlook.