Customer Resolution Specialist

American Express Global Business Travel; Gurugram District; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Wellbeing resources

Learning platform access

Job summary

Amex GBT is seeking an Invoice Care Specialist in Gurgaon, India, to handle email inquiries from travelling customers and internal teams regarding invoicing. You will troubleshoot questions, coordinate with teams and partners, and perform in-depth analysis to categorize issues for reporting and continuous improvement.

The role emphasizes first-contact resolution, clear communication, and global consistency across billing processes, with opportunities to contribute to cross-country initiatives

Qualifications

• Graduate with 3-5 years of experience.
• Proficiency in Microsoft suite (Excel, PowerPoint, OneNote, etc.).
• Fluency in English (written and oral) - compulsory.
• Mastery of additional languages - desirable depending on local markets.

Responsibilities

• Provide email support to travelling customers and internal teams with invoicing queries or complaints.
• Receive and troubleshoot invoicing query requests and complaints, liaising with Amex GBT teams and Partners for resolution.
• Provide in-depth analysis to assess reasons behind queries and ensure proper categorization for reporting.
• Report to Team Leader and support global alignment, quality, productivity and case reduction.
• Highlight significant issues to Team Leader/Manager and assist other countries when required.

Skills

English fluency

Microsoft Excel

PowerPoint

OneNote

Education

Bachelor's degree

Job description

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 Amex GBT's Invoicing Operations team is responsible for providing email support to travelling customers and internal teams with invoicing query requests or complaints. You will receive and troubleshoot invoicing query requests and complaints, liaising with both Amex GBT teams and Partners to provide resolution for customers and internal teams. You'll also provide in-depth analysis and expertise to assess reasons behind queries, ensuring proper categorization for reporting in Amex GBT's continuous improvement process. The Invoice Care Specialist reports to a Team Leader within the Invoicing Operations team.

What You’ll Do

• Deliver quality responses to internal and external customers with clarity and empathy, reinforcing confidence in Amex GBT service
• Focus on First Contact Resolution to answer queries or resolve complaints quickly and within agreed service levels
• Investigate each case thoroughly, providing in-depth root cause analysis with clear identification of topic, error type, and area of responsibility
• Categorize cases effectively to enable clear reporting that helps prevent future service failures
• Manage each case with focus on team objectives: Quality, Global Alignment, Productivity, and Case Reduction
• Highlight and feedback significant issues to your Team Leader/Manager
• Support your area/point of sale(s) and provide support to other countries when required, ensuring aligned quality service globally

What We’re Looking For

• Graduate with 3 -5 years of experience.
• Proficiency in Microsoft suite (Excel, PowerPoint, OneNote, etc.)
• Fluency in English (written and oral) - compulsory
• Mastery of additional languages (written and/or oral) - desired depending on local markets

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.

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.