SID Engagement Manager Job in Kolkata at American Express Global Business Travel

American Express Global Business Travel is hiring for the role of SID Engagement Manager!

Responsibilities of the Candidate:

• Handling global queue of Salesforce request cases raised for SID business unit.
• Interpret, review and vet each new case request received via Salesforce prior to move case to next stage of process.
• Resolve information gaps and work with relevant stakeholders to acquire the details, close those gaps. This would include data/information research, apply customer DNA info and interaction with multiple internal team members within the business across all regions, i.e. follow up to seek relevant details, handling expectations, and keeping status updated for all case activity. 
• Ensure all relevant case documents are accurately validated and updated as required – OneForm, mapping point of arrival vs point of departure, checklists, SOW etc.
• SID Engagement Manager will work closely with internal GBT stakeholders within business such as Commercial, Pricing, Legal across all regions to seek/complete information, handle expectations and keeping case and task comments up-to-date.
• SID Engagement Manager will work closely with internal SID stakeholders such as Solution Design, Implementation and Deployment teams to ensure SID stakeholders are kept informed of case and task activity and to highlight where issues may arise.
• Develop strong expertise in across various case types to deliver accurate and high-quality process outcomes.
• Develop strong understanding of GBT business process and GBT global product and service capabilities.
• Undertaking opportunities for self-development and training to broaden the team’s and personal skills.
• Additional related projects and activities as required.

Requirements:

• Minimum of 3+ years of relevant Business preferably in Business Travel and Customer Service industry.
• Outstanding verbal and written communication skills – must be able to articulate clearly as per situation.
• Active listening skills coupled with attention to detail – must strive for first time right request resolution.
• Positive customer focused approach in every interaction – must empathize and handle expectations.
• Good problem-solving skills and ability to adapt – strive for high customer satisfaction for complex cases.
• Business maturity to navigate delicate conversations with relevant stakeholders – must have experience to know when to act versus when to escalate.
• Ability to build links and collaborate optimally across all business groups globally.
• Solid understanding of data collection, logical interpretation and analytical skills.
• Good technical expertise on Salesforce case management process.
• Good time management skills – well organized to prioritize multiple requests, in time pressure environment.
• Flexibility to support/participate in conference calls outside of normal business hours to accommodate time zones for relevant global participants.
• Operate in Shift environment, on rotation basis as required.