Job Description :
You Lead the Way. We- ve 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- re 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 what's possible - and we're 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.
Purpose : Create a world class servicing experience for Enterprise Sales & Marketing users by transforming operating model, creating innovative technology solutions and building key partnerships
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
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 with relevant Salesforce technology experience
Skills/Capabilities :
Functional :
- Strong understanding of Sales Process with experience on Salesforce Sales Cloud :
- Account and Contact Management
- Opportunity Management
- Lead Management etc.
- Preferred : Understanding of Sales Cloud platform
Technical :
- Salesforce.com skillset: Configuration, SOQL, SFDC Lighting,
- Validation rules
- Reports & Dashboards
- Outlook email Integration
- Service cloud operations
- Data Management & Security controls
- User & License Management
Preferred : Salesforce.com Admin
Platforms :
- MS Office Suite (Word, Excel, PowerPoint, Access)
- SFDC (Sales, Service cloud)
- SQL
Behavioral :
Enterprise Leadership Behaviors :
- Set The Agenda : Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others With You : Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential Do It The Right Way
- Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values,
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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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