Job Description :
You Lead the Way. We have Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we are supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and we are proud to back each other every step of the way. When you join TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Sales Operations & Business Enablement utility (SABE) is an internal servicing team providing sale performance reporting, platform servicing & capabilities, marketing operations & other business enablement services driving standardization & agility for the organization. SABEs vision is to make internal servicing as strong as external servicing and thus it keeps pushing the boundaries for Sales & marketing group’s effectiveness through innovative use of technology & process transformation.
Responsibilities :
- Case Management - Investigate and resolve reported issues on BAU business rules, processes, data, and reporting.
- Evaluate level of assistance required and work cases with respective team by providing root cause analysis on issues.
- Manage user setups on Salesforce platform, performing quality assurance reviews to ensue new user profiles are setup according to compliance and business policies.
- Communicate with users via email, instant messenger, telephone, and LiveMeeting to analyze problem and provide updates or issue resolution.
- Collaborate with technologies and business and assist then in resolving the issues.
- Monitor and track user reported issues through reports/dashboards to ensure that timeliness & quality goals are met.
- Annual Portfolio Realignments & other ad-hoc support with portfolio transfers.
- Data Quality Monitoring by performing scheduled audits & other data cleansing tasks.
- Critical Factors to Success (Outcome Driven):
Business Outcomes:
- Establish as SME of Sales Process and representing L1 servicing team, preparing weekly case summary and provide responses on the case status in the business call.
- Responsible for providing resolution to queries raised by SFDC platform users and setting up user access
- Support User Acceptance Testing (UAT) for key projects
- Maintain documentation for processes used by the customer support team and the support knowledge base for known issues
- Enhance customer service experience by showing ability to learn new features/functionality to provide better L1 support to end users
Leadership Outcomes :
- Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
- Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
- Demonstrate learning agility, make decisions quickly and with the highest level of integrity
- Deliver the world’s best customer experiences every day
Minimum Qualifications
Past Experience :
- 2+ years of experience in Salesforce production support environment
- Knowledge of Salesforce platform: (Sales cloud, Service Cloud)
- Strong English Language skills (both written and verbal)
Academic Background - BE/B Tech, BCA, MCA, or Graduates
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations
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