Mandarin Language Expert - Customer Service ( TCPS Analyst)

American Express Company; Gurugram District; Híbrido; INR 350 000 - 520 000; Tempo integral

Resumo da oferta

American Express Company in India is seeking a customer service professional for Travelers Cheques & Prepaid Servicing (TCPS) operations. You will handle inbound calls/faxes for prepaid products, process refunds, manage escalations, and analyze risk-related data to identify fraud connections.

The role requires Mandarin language proficiency (HSK 6) and strong English communication. You will work in a 24x7, customer-facing environment, balancing regulatory requirements with excellent service

Qualificações

• Graduate with 0-3 years of experience.
• Proficiency in Mandarin language, HSK 6.
• Willingness to work in a 24x7 customer-facing calling profile.
• Ability to work under pressure with strong attention to detail.
• Good oral and written communication skills in English.
• Good listening and decision-making skills.
• Ability to handle escalated issues politely to balance promise fulfilment and risk.

Responsabilidades

• Manage inbound customer and seller calls and faxes for prepaid products.
• Handle claims for lost/stolen and unable-to-cash traveler cheques.
• Handle escheatment calls and faxes.
• Process refund requests, overspend and excess balance cases.
• Multitask and prioritize to balance regulation, policy and customer service.
• Respond to customer escalations and conduct root cause analysis.

Conhecimentos

Mandarin language

English communication

Customer service

Formação académica

Graduate degree

Descrição da oferta de emprego

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities:

• Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
• Handle Claims for lost/Stolen and Unable to Cash Traveler Cheques.
• Handle Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases
• Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
• Respond to customer escalation and conduct a root cause analysis of the escalation
• Leverage expertise in analyzing risk related data, identifying fraud connections
• Manage change effectively to meet / exceed performance targets

Minimum qualification :

• Graduate with 0 3 years of Prior Experience
• Proficiency in Mandarin language, HSK 6
• Work in a 24*7 work environment in a customer facing calling profile
• Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
• Good oral and written communication skills in English
• Good listening and decision-making skills.
• An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk