Customer Service Analyst T3-I

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

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?

The Primary Objective Would Be to Deliver Very High Standards of Customer Service by Handling Customers request such as Membership Rewards, Reconciliation, Account Maintenance, Credit Balance Refund, New Card Issuance, Financial Adjustments and Other Queries for Premium and High Value Customers.

• Complete All Transactions Agreed with The Customer and Adhere to All Timelines and Deadlines Set
• Suggest Process Improvements / Changes to Achieve & Ensure “First Contact Resolution”
• Conduct Root Cause Analysis of Incoming Correspondence to Recommend Changes in Workflows, Procedures, Servicing Levels, Based on Customers’ Demands To Meet Their Needs & Ensure Exceptional Quality Service Is Given At All Times
• Handle All Written Customer Enquiries, Maintenance and Disputes for Customers in A Timely and Accurate Manner
• Work with Other Operations Departments and Customer Groups to Deliver Quality Service and Support New Product Launches, Promotions Etc.
• Contribute Towards Team Goals by Strictly Managing Individual Productivity Targets

Minimum Qualifications

• • Graduate with minimum 1 year of experience
  • Prior experience in US market
  • Experience in handling Membership Rewards, Reconciliation, Account maintenance and Credit Bureau’ queries will be preferred,
  • Good communication skills both written and oral
  • Strong Analytical skills & attention to detail
  • High level of Customer sensitivity, commitment & service orientation
  • High result orientation
  • Ability to take independent decision & meet stringent deadlines

Preferred Qualifications

• Good Knowledge of Microsoft Tools: Excel & Power Point.