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 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.
Function Description:
Global Services Group (GSG) brings together the company’s external and internal servicing functions, and includes the below world-class organizations:
- Global Servicing Network, which provides exceptional care to our external customers, and
- Global Business Services, which provides many of the vital internal services that make American Express run efficiently
- Global Business Services (GBS) is a shared services organization that brings together key internal functions to support all of American Express. GBS colleagues manage procurement, real estate, sales operations & business enablement, and partner with business units to execute complex change initiatives.
- Emerging as the Enterprise Sales Operations & Business Enablement utility (SABE) within GBS is an internal servicing team providing sale performance reporting, platform servicing & capabilities, marketing operations & other business enablement services driving standardization & agility for the organization. GBS & SABE’s 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.
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
- Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
- 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.
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