Function Description:TCPS is responsible for providing excellent support to American Express Pre-paid CustomersPurpose of the Role: The Primary objective would be to deliver very high standards of customer service by handling Correspondence / Email / Calls from American Express Pre-paid Customers -Ensuring resolution is provided accurately and promptly.Responsibilities: Complete all transactions agreed with the customer and adhere to all timelines and deadlines set. Handle all calls and written customer enquiries in a timely and accurate manner. Ensure smooth functioning by meeting Key Performance Indicators & achieving laid down SLAs. Contribute towards team goals by strictly managing individual productivity targets. Conduct root cause analysis of incoming correspondence/emails/calls to recommend changes in work flows, procedures, servicing levels based on customers demands to meet their needs & ensure exceptional quality service at all times. Suggest process Improvements / Changes to achieve and ensure First Contact Resolution. Should be self-driven and be able to identify ways to do things differently that will continuously improve the business.
Demonstrate Personal Excellence in all tasks and responsibilities.Qualifications
Critical Factors to Success:
Ability to work proficiently in a fast-paced/matrixed organization
Ability to own a customer's concern and provide an end to end resolution
Excellent communication skills (Verbal/Written)
Past Experience: 1-3 years in the Customer Service Industry OR
Fresher with a flair to solve customer concerns
This would be a night shift with rotating weekly-0ffs
Academic Background: Graduate (any stream)
Good PC skills especially MS Office package.
Looking for Any Graduate graduates profile.