Customer Crisis Analyst

☞ American Express Global Business Travel

Aussicht: 101

Update Tag: 06-05-2024

Ort: Delhi Union Territories

Kategorie: Beratung / Kundenservice IT - Software

Industrie: Events Services Hospitality Leisure Travel & Tourism

Position: Not Applicable

Jobtyp: Full-time

Gehalt: View Detail

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Jobinhalt

Customer Crisis Analyst

American Express Global Business Travel is looking to expand its Customer Crisis Recovery Team within our Traveler Care Organization.

We are looking for an Analyst to join our Customer Crisis Recovery Program and provide our Business with ongoing information and reporting concerning potential threats to our traveling employees and customers.

The Analyst will report to the Program Leader and will support all aspects of the Program.

Candidates must be fluent in English and have a desire to work in a fast-paced environment where critical thinking and knowledge of world events are essential.

Since this role will be highly visible and have critical importance, it will require 24/7 coverage and consist of multiple shift rotations based in India.

Main Responsibilities
  • Monitoring the team Mailbox for potential threats to travelers that require immediate attention
  • Delivering critical information and sensitive data reports to Business Partners
  • Support Leader of Program with analytics and project deliverables
  • Proactively host de-briefs with program stakeholders to make recommendations for consistent improvement to the program.
  • Engaging and supporting the Enterprise Crisis Teams during escalated incidents
  • Provide coaching, training, and consulting to Business partners
  • Maintain Program Log and document business processes
  • Drives results in operating with a sense of urgency and employing effective time management
  • Interact with Technologies team to continuously improve data reporting
  • Troubleshooting of reports and ensuring data quality
  • Offer cross-functional support to wider teams accurately interpreting requests and completing transactions in support of overarching GBT objectives


Qualifications
  • Sound Knowledge of SQL (Structured Query Language) for querying the relational database is a must
  • Working knowledge of Tableau desktop
  • Highly proficient in MS Excel with VBA skills to automate tasks and perform functions beyond creating and organizing spreadsheets
  • Strong interpersonal and communication skills, both verbal and written (in English)
  • Demonstrated Analytical thinking and Problem-Solving capabilities
  • Strong focus on continual improvements and willingness to learn and implement improvements leveraging varied GBT platforms (e.g Salesforce)
  • Good level of Social Media and Newsfeeds (fact-finding) on the internet
  • Travel Industry experience preferred
  • Resilient to Change Management
  • Ability to multi-task while retaining attention to detail
  • Able to work in a highly visible team and handle stressful situations
  • Capable to be self-managed and work independently
  • Ability to flex work schedule as needed to support global time zones
  • Experience with MI Data, Global Distribution Systems (GDS), a plus

Location
India>Virtual Location
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Posted Today Full time J-45887

American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 16,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.
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Frist: 20-06-2024

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