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Customer Care Professional(Voice)

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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
 
Purpose of the Role: Provide superior customer experience, customer service & alternatives through voice to American Express card members
 
 
Responsibilities:
  • Handle customer queries
  • Handle escalations and display ownership and accountability on calls, emails and RM queries
  • Demonstrate in-depth process and system knowledge
  • Quick decisioning ability
  • Provide superior customer experience on calls to American Express Card Members.
  • Provide alternatives and apply superior service
  • Call handling skills to ensure best possible solutions and First Call Resolution (FCR) to card members.
  • Deliver to the Employees, Customer and Shareholder metrics as per goals
  • Adhere to quality and compliance guidelines.
  • Ability to take quick decisions and respond to Customer inquiries

Minimum Qualifications

Critical Factors to Success:
Business Outcomes:
  • Service no call handling skills to ensure best possible solutions & first call resolution to card members
  • Excellent service handling & feedback from consumer
  • Deliver to employees, customers & shareholder metrics as per goals
  • Adhere to quality & compliance guidelines
Leadership Outcomes:
  • Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
  • Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
  • Demonstrate learning agility, make decisions quickly and with the highest level of integrity
  • Lead with a digital mindset and deliver the world’s best customer experiences every day
 
Past Experience:
  • 1-3 years of International Calling Experience
  • Customer service (Voice)
 
Academic Background: Graduate
 
 
Functional Skills/Capabilities:
  • Communication Skills
  • Advanced servicing orientation
  • Handling multiple conversations
  • Ability to understand omni-channel experience
Preferred:
  • Understanding of domestic market & culture
  • Basic understanding of financial/credit card industry
 
Technical Skills/Capabilities:
  • Digital savvy with a basic understanding of technology & system complexities
 
Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors
  • 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: 21004269
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 31, 2021, 4:27:40 AM