Insights Online Customer Care Professional Job in Phoenix, Arizona US
Insights Online Customer Care Professional
Job Description Insights Online Customer Care Professional-1203874 Description Insights online is a web delivered service which provides key data and actionable insights to small and medium sized businesses. What we have is a very unique perspective on emerging global marketplace trends. What we can give our business customers is the opportunity to utilize our relationships with millions of card members and merchants worldwide for a holistic view of actual customer and business spend. This data includes: * Customer Intelligence data which provides spend behavior, lifestyle characteristics and demographics. * Competitor Intelligence data provides into how the competition is performing. Merchants can also analyze customer loyalty trends and compare those with their business. * Competitive Share data allows merchants to determine what portion of the market they control versus their competitors. * Market Intelligence data provides access to valuable information about a merchant's market, such as key demographics, industry trends and what drives growth. Reactive Support: * Provide first line customer service for Insights Online Product by answering customer support queries via emails, phone and the potential for web chat. * Work together with client relationship managers to resolve customer inquiries that have been brought to their attention. * Basic technical trouble shooting to resolve customer queries * Raising issues via the selected incident management tools, tracking issues and following up on resolution timeline. * Maintaining ownership of issues raised via the Level 1 customer support help desk and providing timely follow up to customers in regard to status, resolution, etc. * Sending customers notifications and invoices. * Maintaining order fulfillment forms for tracking users and invoice schedules. * Handling and resolving escalations. * Meeting client requirements in a timely and effective manner thereby winning their goodwill. * Follow all the processes as agreed with the Amex Insights Online team. * Helping with customer on-boarding and initial training and walkthrough of the product. Proactive Support * User acceptance testing of newer versions of the product/service. This includes usability testing and testing the features /functionality from a "user and support" perspective. * Responsible for creating and updating various FAQs within the support library as needed * Sensitization of the client requirements and accordingly prioritizing the activities. * Help with customer retention by using the supplied tools to perform a monthly review of merchant activity on the Insights Online portal and alerting client managers where a merchant has not logged onto the site for over a month. * Regularly attending various sales call to help with ongoing training needs. American Express is an equal opportunity employer. * 2 year's of Customer Service experience * Excellent communication skills in English, both written and verbal English. * Demonstrated analytical skills * Experience working in end-user/ customer facing environment. * Proven history of organizational skills. * Ability to speak fluent English * Proficiency in using Internet and MS office tools. * Must be good at providing proactive updates and follow-up. * Ability to work under pressure and must be able to handle stress. * Ability to learn from mistakes and on a quest to continually improve the Insights Online services * Ability to coordinate with different stakeholders involving clients as well as service delivery, product, development and operations team. * Must be a team player with an entrepreneurial style * Completer / finisher qualities are highly desirable. * Integrity and Honesty * Customer service centric attitude * Highly motivated self starter, ability to create own task list/priorities * Previous Merchant Services experience preferred. Job: Operations Primary Location: US-Arizona-Phoenix Schedule: Full-time