Customer Resolution specialist

Customer Resolution specialist

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Invoice Care Specialist within Invoicing Operations team is in charge of providing email support for travelling customers and internal teams who have an invoicing query request or complaint. They receive and troubleshoot invoicing query requests and complaints, liaising with both  teams and Partners to provide resolution for the customer and internal teams. They also provide in depth analysis and expertise to assess reasons behind a query, ensuring the cause is correctly categorized for reporting in continuous improvement process. The Invoice Care Specialist reports to a Team Leader based in the Invoicing Operations team.

What You’ll do 

• To give a quality response to the internal or external customer, using clarity and empathy so that the customer has renewed faith in service.

• To focus on First Contact Resolution, so that the query is answered, or complaint resolved, for the customer, as quickly as possible and within agreed service levels.

• To ensure each case is investigated, providing an in-depth root cause analysis, clearly identifying the topic, error type and area of responsibility.

• To categorize the case effectively so that clear reporting can derive from the analysis, to help prevent future service failures and additional customer cases

• To manage each case with a focus on the team’s key objectives of Quality, Global Alignment, Productivity and Case reduction

• To highlight and feedback any significant issues to your Team Leader/Manager

• To support your area/point of sale(s) and provide support to other countries, when required, ensuring clients experience an aligned quality service in all countries

What We're looking for  

• Graduate with 2 -4 years of experience in Invoicing.

• Proficiency in the Microsoft suite (Excel, PowerPoint, OneNote, etc.)

• Fluency in English (written and oral) compulsory.

     

Location

Gurgaon, India

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!