Service Delivery Analyst Job in Gurgaon at American Express

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

Responsibilities of the Candidate:

• Ensuring that metrics such as Quality, Occupancy & UPH are met
• Adherence to schedule (attendance, start/finish time, breaks)
• Take ownership of the email/issue and resolve to 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 the privacy act at all times when dealing with customers
• Actively uphold the blue box values by not engaging in behaviours 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, processes
• Liaise with other AMEX business units and develop relationship networking for the long-term benefit of the client
• Shift timing – 07:30 am to 04:00 pm (shift is subject to change as per business need) . This role may be subject to additional background verification checks

Requirements:

• Graduate with a minimum work experience of 1-2 years, preferably in the  card operations/customer services area
• Knowledge of corporate services operations will be an advantage
• Excellent written and verbal communication, listening and probing skills
• Strong knowledge of PC based software, including MS Office and Outlook
• Proven experience with negotiating/problem solving
• Ability to work within a busy and demanding team environment
• Strong interpersonal and networking skills
• 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
• Ability to maintain composure under pressure in a demanding environment