Customer Service Analyst

American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

• To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day
• Ability to Take Quick Decisions and Respond to Customer Inquiries
• Deliver extraordinary customer care by responding to questions concerning
• Provide Superior Customer Experience on Calls to Consumer Card Members
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills
• To Ensure Best Possible Solutions and FCR to Card Members
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals
• Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
• To Meet Their Needs and Ensure Quality Service is given at all times
• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
• Grow and nurture customer relationships on every interaction that results in measurable customer value
• Document necessary account information and offer custom solutions that benefit the customer
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Minimum Qualifications

• Minimum 10+2 in any workstream
• Minimum 1 Year experience in International Voice Process

Preferred Qualifications

• Excellent communication skills
• Preferably Graduate in any stream