Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities:

- Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.

- Handle Claims for lost/Stolen and Unable to Cash Traveler Cheques.

- Handle Escheatment calls and faxes.

- Process Refund Requests, Overspend and Excessive balance cases

- Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.

- Respond to customer escalation and conduct a root cause analysis of the escalation





- Leverage expertise in analyzing risk related data, identifying fraud connections

- Manage change effectively to meet / exceed performance targets

Minimum qualification :

- Graduate with 0 3 years of Prior Experience

- Proficiency in Mandarin language, HSK 6

- Work in a 24*7 work setting in a customer facing calling profile

- Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.

- Good oral and written communication skills in English

- Good listening and decision-making skills.

- An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk

📌 Mandarin Language Expert - Customer Service ( TCPS Analyst) (Gurugram)
🏢 American Express
📍 Gurugram