Job Id: 20210226010
Company: American Express
Job Role: Customer Care Professional
Experience: Relevant Experience
Job Location: Gurgaon
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description American Express Recruitment for Customer Care Professional in March 2021:
Key Responsibilities: –
Timely and Error Free Processing of Merchant queries and ensuring a speedy resolution
Providing best in class merchant experience by resolving Merchant’s Financial and Maintenance queries for UK market.
Perform various AML/KYC checks as per latest regulatory/Compliance directives and requirements.
Ensuring all performance standards are met viz. business targets, controls and compliance
Responding to maintenance requests, analyzing & resolving outstanding issues before the requests are carried out and translating the requests into appropriate computer (Genesis) language.
Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc). Utilizing business knowledge to manage large strategic maintenance changes whilst maintaining relationship with SRS and Client Managers. This involves discussing and agreeing timeframes with key internal contacts in order to provide win-win solutions. Timely processing of Merchant Invoicing and effectively managing the Client managers and related stakeholders.
First contact resolution – understanding written requests from FO and translating into computer language,
The timely resolution of issues around the maintenance requests (which can be quite complex) in order to meet SLA and customer expectations
Effectively organizing incoming work to meet/exceed the agreed timeframes and SLA for both internal and external customers.
Key Skillset required: –
Strong interpersonal, communication and listening skills
Good Analytical Skills with Eye for Details.
Proficient in Excel Knowledge and effective financial domain.
Demonstrated ability to effectively work in strenuous and challenging conditions.
Ability to interpret data and effective calculative mindset.
Proven problem-solving skills with a strong attention to detail.
Demonstrated dependability/self-motivating skills
Change Management Ability
Demonstrated ability to work effectively within a team environment as well as independently.