Job Description

Role Title: Representative, Customer Service (L04)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by Ambition Box Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview:
The Retail Card team provides customer service to U.S credit card holders on multiple queries e.g. Pay by Phone, Charges & Fees, Disputes, Name & Address changes, Promotions etc. for several clients e.g. PayPal, Amazon, Google, Shop HQ, J.Crew etc. Role
Role Summary/Purpose:
Customer Service Representative - To Answer Phones to respond to general Customer's inquiries, concerns and complaints. Arrange for service requested by the Customer. Project a professional company image through Phone interaction. Follow up on Customers inquiries and resolve. Recognize, document and alert the Supervisor of trends in Customers calls. Recommend Process Improvement.
Key Responsibilities:
Service calls from Customers based out of US
Solve queries and concerns on the call
Arrange for Services required by the Customers
Provide Customer with Product and Services information
Follow up on Customers inquires and resolve
Recognize, document and alert the Supervisor of trends in Customers calls
Recommend Process Improvements
Handle multiple clients at all times
Required Skills/ Knowledge
Minimum 10+2 (Intermediate)
Phone banking / Contact Centre experience.
Retail Card experience will be an added advantage.
Demonstrate high level of Customer Centric mindset.
Excellent English Language Communication Skills.
Working Knowledge of Computers. Proficient in MS Office Resources.
Professional phone etiquettes and ability to work with teams.
Should be willing to work in rotational shifts and be flexible for Night Shift Timing as well.
Adaptable & receptive to change as per business requirement at short notice.
For Internal Applicants:
Understand the criteria or mandatory skills required for the role before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Should not be on any active corrective action plan (First Formal/Final Formal, PIP etc.)
L4 & L5 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
Grade/Level: 04
Job Family Group: Customer Service Operations

Skills Required