- Job Role: Customer Service Analyst
- Salary: Not Disclosed
- Location: Gurugram
- Company: American Express (AMEX)
- Qualifications: Any Graduate
- Experience: 0 – 1 years
ABOUT AMERICAN EXPRESS (AMEX)
American Express (AMEX) is a globally identified financial services employer, excellent recognized for its credit score card, rate card, and fee solutions. Founded in 1850 and headquartered in New York, AMEX gives a wide variety of monetary merchandise, along with non-public, business, and corporate cards, as well as journey offerings, insurance, and service provider solutions. The business enterprise is renowned for its awareness of customer support, imparting cardholders with exclusive rewards, journey benefits, and security features.
American Express operates in more than a hundred thirty international locations and is diagnosed as its top-class brand, targeting each character’s client and agency. AMEX also offers progressive digital fee answers, improving the way purchasers and groups transact. The organization is committed to inclusivity, sustainability, and fostering a diverse workforce, making it a pacesetter within the financial quarter.
Job Description:
A Customer Service Analyst is accountable for handling purchaser inquiries, resolving complaints, and making sure a wonderful enjoy. They examine purchaser feedback, perceive tendencies, and offer insights to enhance provider pleasantness. The role includes monitoring service overall performance, coping with escalated issues, and collaborating with other departments to deal with purchaser desires. Strong communique, hassle-fixing, and analytical abilities are critical. The analyst might also help in growing education substances and customer service strategies to enhance pleasure and efficiency. This function calls for interest in the element and a commitment to handing over fantastic providers
Qualifications and Skills for a Customer Service Analyst:
Qualifications:
Education:
- A bachelor’s diploma in Business Administration, Communication, or ann associated subject is often desired. However, relevant work experience can be an opportunity.
- Additional certifications in customer service, consisting of the ones from the Customer Service Institute or similar companies, can be useful.
Experience:
- Proven revel in in customer support, with a minimum of 1-3 years in a consumer with or analytical function.
- Familiarity with customer support gear, CRM software programss (e.g., Salesforce, Zendesk), and records analytics platforms is high-quality.
- Previous revel in in reading patron remarks, managing escalated proceedings, or dealing with provider metrics is a plus.
Technical Skills:
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and statistics analysis gear.
- Experience with patron comments structures and reporting equipment (e.g., Net Promoter Score, CSAT).
- Knowledge of chatbots, helpdesk software, and social media structures is increasingly crucial.
Soft Skills:
- Exceptional verbal and written communique abilties to efficaciously interaction with customers and go-useful teams.
- Strong organizational and multitasking skills to handle a couple of inquiries, responsibilities, and initiatives concurrently.
- Ability to stay calm and empathetic beneath stress, mainly while addressing patron court cases or difficult conditions.
Skills:
Analytical Skills:
- Ability to collect, analyze, and interpret consumer statistics to perceive developments, patterns, and areas for provider improvement.
- Proficiency in developing reviews, dashboards, and information visualizations to speak insights correctly.
Problem-Solving:
- Strong hassle-fixing abilities to clear up complicated client troubles, ensuring purchaser pride and retention.
- Creative thinking to provide tailor-made solutions whilst maintaining provider consistency.
Customer Focus:
- A deep knowledge of purchaser desires and the capability to prioritize service satisfaction and pleasure.
- Strong empathy and the potential to construct rapport with clients, making sure a nice revel in.
Attention to Detail:
- High interest to element when analyzing provider records, responding to inquiries, or addressing customer issues.
Communication:
- Excellent communication talents, both written and verbal, for clear, effective interactions with customers and inner teams.
- Ability to provide records-pushed insights and guidelines in a clear, concise manner to control.
Team Collaboration:
- Ability to paint collaboratively across departments to enhance customer service strategies and improve service transport.
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