Service Delivery Analyst

Company Name:
American Express
## Description
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more .
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
Focus to support our customers during the implementation process in the On-Line Operations Center. This postition will be Virtual, but will be support the implementation of new and existing Middle Market Direct Agent Assist Online accounts. Ensure staff is aware of the account and their various policies. Provide account specific training for new accounts and ongoing updates for existing customers. Work with Operations Team Leaders and associates to review accounts specific and maintain accurate information in FACTS profiles throughout the customer's life cycle. Participate routinely with customers to ensure that servicing goals are met. Interact with General Managers (GM), Travel Manager's Support Desk and Customer's Travel Management team to provide ad-hoc account support as needs arise. Based on: customer service issues or concerns (e.g. increasing number of CSIs, below level TSF, implementing new contracts, implementing of new division, implementing of new customer procedures that impact the EFC's processes.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations..
## Qualifications
The successful candidate will possess the following: 5 years experience in the Travel Industry, with an excellent understanding of the travel industry and the reservation process. Knowledge of Interactive platforms and processes. Quality checks with MIS, AIM and MAX during setup process. Ability to collaborate in cross functional groups and influence others. Working knowledge of leadership model and/or training techniques. Effective communication and conflict resolution skills; strong organizational, project management skills and the ability to multi task. Problem solving skills; ability to manage change effectively; ability to manage workflow in a highly complex & fast changing environment. Knowledge of key travel systems and applications, booking tools, and GDS systems. PC & related software skills and strong working knowledge of the internet. Highest level of integrity required when dealing with employees and commitment to diversity initiatives. International experience preferred
_Axcess@Home Requirements:_
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the "EEO is the Law" poster. If the link does not work, please copy and paste the following URL in a new browser .
Job: Operations
Primary Location: United States
Schedule: Full-time
Job Posting: Sep 21, 2014, 9:24:46 PM
Req ID: 14014602

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