Analyst/Sr Analyst - Customer Complaints

Job description

The customer complaint management team is responsible for monitoring complaints raised by Amex card members. The process aims at enhancing customer experience by tracking complaints and taking it to logical conclusion. Through research is done on complaints to figure out the root cause and the scale and impact of the issue's .The team also provides possible solutions and connect with all relevant teams to implement the process improvements.
Key Responsibilities:
• Perform research on specific customer complaints
• Ensuring compliance and quality management reviews
• Identify issues, perform root cause analysis and lead corrective actions
• Support CM inquiries associated with GMS marketing campaigns (in RC dashboard). Research actual spend behavior against campaign parameters and categorize complaints according to root cause matrix.
• Monitor escalation inbox, research inquires and respond to CCP teams with outcome of research
• Escalate complaints that may need further research by tech and/or business teams
• Suggest service and processes improvement solutions
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures
• Communicate complex information to non-technical audiences.
• Plan, schedule and monitor activities in order to meet time and quality targets.
This role may be subject to additional background verification checks.

Desired profile

• An enthusiastic person with “go-getter” attitude which can drive results on simultaneous, multiple tasks with differing levels of progress
• Experience and knowledge in troubleshooting customer queries
• Demonstrates analytical and systematic approach to problem solving.
• Comfortable working with large sets of data.
• Ability to execute and promote quality strategies
• Absorb new technical information, business acumen, and apply it effectively.
• Ability to clearly communicate complex messages, both in writing and verbally
• Able to coordinate efforts across and resources within and across team to deliver on the goal
• Strong and clear communication style and ability to interpret and understand business needs.
Qualification: Qualifications & essential skill-set (in order of importance):
1. Bachelor's degree in any respect
2. Excellent communication skills in English (written & verbal both)
3. Proficient in using MS Excel , MS Outlook and e-mail writing skills
4. Excellent MS Office skills (Word, Excel, and PowerPoint)
5. Min.1 year prior corporate experience in research ,customer management and data management
6. Collaboration skills and ability to influence without direct authority