Customer Care Professional

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Job Description

You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
Role Introduction
Function Description:
  • Customer Digital / IT Problem Management - Understand Card Member’s concern / Access issues on digital engagement channels.
  • IT Incident reporting - Collect details , troubleshoot, raise incidents, & provide status of problem tickets.
  • Trained in Customer Service and Value Generation by extending pre-determined offers on the account on all the eligible call
  • Ensure FCR by applying superior service and provide possible alternatives on “Service No” situations.
  • Deliver on the employees, customer and shareholder metrics as per the aligned goals.
  • Adherence to quality and compliance guidelines.
  • Ability to take quick decisions and respond to Customer inquiries.

Minimum Qualifications

  • Technical bent of mind and keen interest in computer/internet technology.
  • Proven Analytical and Problem Solving skills with a strong attention to detail.
  • Sound knowledge of Mobile Applications/Operating Systems.
  • Strong Solution orientation , multi-tasking and Support Change management
  • Knowledge about Social Media Channels like Face book, Twitter, Foursquare.
  • Workable knowledge of MS Office Applications (Word, Power-point, Excel)
  • Demonstrated ability as strong collaborative team player who can to work effectively within a team environment as well as independently.
Academic Background - Undergraduates with minimum 1 year of ICC Experience
Behavioural Skills/Capabilities:
  • Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
  • Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
  • Do It the Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

ReqID: 21001161
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 5, 2021, 6:58:26 AM