Amex GBT is a place where colleagues find inspiration in travel as a force for positive and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
The Invoice Care Specialist within Invoicing Operations team is in charge of providing email support for travelling customers and internal teams who have an invoicing query request or complaint. They receive and troubleshoot invoicing query requests and complaints, liaising with both teams and Partners to provide resolution for the customer and internal teams. They also provide in depth analysis and expertise to assess reasons behind a query, ensuring the cause is correctly categorized for reporting in continuous improvement process. The Invoice Care Specialist reports to a Team Leader based in the Invoicing Operations team.
What You’ll do
- To give a quality response to the internal or external customer, using clarity and empathy so that the customer has renewed faith in service.
- To focus on First Contact Resolution, so that the query is answered, or complaint resolved, for the customer, as quickly as possible and within agreed service levels.
- To ensure each case is investigated, providing an in-depth root cause analysis, clearly identifying the topic, error type and area of responsibility.
- To categorize the case effectively so that clear reporting can derive from the analysis, to help prevent future service failures and additional customer cases
- To manage each case with a focus on the team’s key objectives of Quality, Global Alignment, Productivity and Case reduction
- To highlight and feedback any significant issues to your Team Leader/Manager
- To support your area/point of sale(s) and provide support to other countries, when required, ensuring clients experience an aligned quality service in all countries
What We're looking for
- Graduate with 2 -4 years of experience in Invoicing.