You Lead the Way. We've Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company valuesand powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.How will you make an impact in this role?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 GST invoices for the merchant based in India.This role involves interacting with internal & external clients (authorized signatory/client managers/ merchants/vendor/partners etc) and resolving their inquiries over email.Focus on merchant requirement, productivity, and efficiency to ensure SLA's are metContribute towards team goals by strictly managing individual productivity & quality targetsTake ownership of the email/issue and resolve to customer's expectations to deepen relationship and achieve highest level of customer satisfactionUnderstand, determine, and anticipate customer needs and present solutions as appropriateDemonstrate strong focus on process improvementsEnsure adherence to and compliance with organization policies and audit controlsBuild an excellent rapport with the team & other business groups to ensure smooth day to day operationsWork on daily inventory towards cases related to merchant servicesKeep a close eye on gaps & recommend solutions to plug themConsistently manage high volumes of work accurately and efficiently while working under stringent timelinesMinimum QualificationsGraduate/Post-Graduate in with any specialization backgroundRelevant merchants experience about invoicing and payment reconciliationExcellent knowledge of Payment & Banking Industry Excellent oral and written communication skillsCompliance with company policies and proceduresGood command over MS Excel, Access & PowerPointPreferred QualificationsStrong interpersonal and coordination skillsStrong and committed customer focus and consistent demonstration of service excellenceStrong focus on resultsAbility to take independent decision & meet stringent deadlinesWe back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:Competitive base salaries Bonus incentives Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunitiesAmerican Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
