This job has expired, please see additional jobs below
Customer Care Professional
American Express
Wrentham, MA, United States
Job Details - this job has expired, please see similar jobs below
JOB DESCRIPTION:
Function Description:
• The Primary Objective Would Be To Deliver High Standards Of Customer Service By Handling Queries For Merchants, Banks and Clients With Strong Focus On First Contact Resolution.
• Queries will relate to Point of Sale (POS) and Card Not Present (CNP) activities
Purpose of the Role:
• Handle Customer Enquiries For The Domestic Merchant Base And Service Requests In An Extremely Professional, Responsive And Competent Manner.
• Make significant progress in improving our customer experience and loyalty to the brand.
Responsibilities:
• Increase First Contact Resolution on inbound contacts to drive Satisfaction
• Reduce cycle time and increase accuracy in our back office processes & front office vendors and partners
• Drive Top Box Satisfaction Goal Of “ Fully Satisfied “ Customer Experience.
• Conduct Root Cause Analysis Of Incoming Calls To Recommend Changes In Work Flows, Procedures, Servicing Levels, Based On Customers Demands To Meet Their Needs & Ensure Exceptional Quality Service Is Given At All Times.
• Suggest Process Improvements / Changes To Achieve & Ensure “First Contact Resolution”.
• Enhance Shareholder Value By Up Selling (Cross Selling) Products To Customers On Incoming Calls (Incentive Based Program)
• Complete All Transactions Agreed With The Customer And Adhere To All Timelines And Deadlines Set
• This role may be subject to additional background verification check.
Qualifications
QUALIFICATION:
Critical Factors to Success:
• Graduate in any stream. (Graduate in BSC-IT or Computer application will be an added advantage).
• Basic knowledge of credit card and technical helpdesk will be an added advantage
• Excellent Oral And Written Communication Skills
Past Experience:
• Previous Experience In The Call Centre / Customer Service Roles Is Preferred)
Academic Background:
• Graduate with 1-3 years of relevant work experience
• Functional Skills/Capabilities:
• Strong And Committed Customer Focus And Consistent Demonstration Of Service Excellence.
• Compliance With Company Policies And Procedures.
Technical Skills/Capabilities:
• Ability To Take Independent Decision & Meet Stringent Deadlines.
• Good PC Skills
• Flexible
• Strong Result Focus
Knowledge of Platforms:
• Hands on knowledge of MS-Excel
Behavioral Skills/Capabilities:
• Enterprise Leadership Behaviors
• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others With You:
• Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It The Right Way:
• Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership
• Demands Courage.