Customer Service Analyst

Job Description

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Customer Fulfillment Network Commercial is part of GSG Group Servicing Corporate clients across the globe in maintain, modifying their corporate account hierarchies and ensuring best of class Customer service, quality focusing on first call resolution to all client Enquiries. This role involves interacting with corporate clients (Program Administrators, Account Managers) : Ensuring that metrics such as Quality, Compliance & Productivity are met Adherence to schedule (attendance, start/finish time, breaks) Take ownership of the email/issue and resolve to customer s expectations to deepen relationship and achieve 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 senior representative or team leader Maintain a positive and effective work environment Observe privacy act at all times when dealing with customers. Actively 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, process Liaise with other AmEx business units and develop relationship networking for the long-term benefit of the client Actively uphold the blue box values Minimum Qualifications: Should be self-driven and highly motivated Candidate must see work with 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 of Customer Service, Corporate Services and client management is preferred Preferred Qualifications Graduate in any stream from 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 which may impact this corporate client Ability to manage own priorities Strong knowledge of PC based software including MSOffice and Outlook