09/05 American Express Recruitment Team
Recruitment Team at American Express

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American Express - Complaint Analyst - Customer Escalations (3-7 yrs)

Gurgaon/Gurugram Job Code: 695866

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


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#NOLI

Women-friendly workplace:

Maternity and Paternity Benefits

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