Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description : Responsibilities : - Track all Customer Escalations and complaints - Ensure Acknowledgement, follow-up and closure of all customer escalation cases - Monitor ageing for every case and ensure timely follow up and closure. Proactively escalate all such cases which are about to breach regulatory timelines - To be in liaison with Team Leaders, Senior Leadership, Global Complaint officer, Market Compliance Officer, LOBCO for effective case closure - Research, Collating Information And Documents, Achieving Resolution By Influencing Corrective Actions Through connect with multiple stakeholders - Publish MIS on Escalation cases and follow up steps to be shared with Team Leaders for Agent Coaching and Mentorship - 100% Document on Complaint management tools - iCare / PSP etc. - Ensure adherence to controls and compliance policies - Analyze Trends And Specifics Of Correspondence Handled To Derive A Thorough Root-Cause Analysis - Lead and facilitate process improvements for units across all TLS Teams basis root cause analysis Qualifications : Critical Factors to Success : Business Outcomes : - Focus on quality of Complaint Closure to provide a seamless experience to Customers service being provided to CMs - Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings - Demonstrate learning agility, make decisions quickly and with the highest level of integrity Past Experience : - Ideally with a strong Travel, Luxury sector. - A fundamental knowledge of Card Service dynamics. - A good understanding of Call Centre Operations with Technologies / Processes which drive successful Telephone Service Operations. - Must have a mix of General Management skills, Customer Experience Academic Background : - Graduate/ postgraduate with minimum 3+ years of work - Preferable 5+ years of experience Functional Skills/Capabilities : - Strong understanding of American Travel and Lifestyle Services and value preposition to end customers. - Understanding of payments/market /travel landscape. - Understand customer experience. Technical Skills/Capabilities : - GDS platform -Sabre - CRM tools/ iCare, PSP Knowledge of Platforms : - MS office suits (Excel, Word, PowerPoint, Access) Behavioral Skills/Capabilities : - Set The Agenda : Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective - Bring Others With You : Exposure of working in a multiple stakeholder environment, interact with Operation Leaders, 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 - Flexible to work in shift timings : 8 :30 AM to 8 :00 PM The Apply Button will redirect you to website. Please apply there as well. #NOLI

Gurgaon/Gurugram

American Express - Complaint Analyst - Customer Escalations 

American Express - Complaint Analyst - Customer Escalations  ,Job Description for American Express - Complaint Analyst - Customer Escalations  in American Express in  Gurgaon/Gurugram for (3-7) years of experience. Apply Now!

Job Description for American Express - Complaint Analyst - Customer Escalations  in American Express in  Gurgaon/Gurugram for (3-7) years of experience. Apply Now!