American Express Careers

Executive Welcome Call

Gurgaon, India
Client Management & Sales

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Job Description

This is a Band 28 requisition.

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years,
backing them in moments big and small, granting access, tools, and resources to take
on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning
and collaboration, and helping them with what they need to succeed and thrive. We
have their backs as they grow their skills, conquer new challenges, or even take time to
spend with their family or community. And when they’re ready to take on a new career
path, we’re right there with them, giving them the guidance and momentum into the
best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

JOB DESCRIPTION:

  • This position will be responsible for managing the top customers (excluding Centurion) for Consumer Cards through Centralized Account Development.
  • This position will be pivotal in driving customer spend growth by sharing the cards benefits and feature’s, cross-sell & customer satisfaction by providing a first contact resolution  
Key Deliverables include:
  • Welcome call to be made to HV customers ,card benefits and services to be explained in detail
  • Daily right party contact targets to be met & KIP’s with respect to Avyva
  • Understand the profile, preferences, history and revenue potential of each customer in  the portfolio
  • Drive cross sell via supplementary cards, standing instruction, companion cards and upgrades  
  • Consultative engagement with the objective of maximizing the value of the Card and demonstrate share shift
  • Develops & manages a close relationship with cross functional teams within American Express such as Product, Marketing, World Service, Travel & Lifestyle, Credits and Risk
  • Provide a friendly, efficient consultative service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty.
  • Ability To Comprehend & Respond To All Customer Queries With Immediate Resolution (Real Time) To Ensure Customer Satisfaction.
  • Deliver To The Employees, Customer And Shareholder Metrics As Per Goals.
  • Adherence To Quality And Compliance Guidelines
  • Communicates Effectively, Oral As well As Written Ability to recognize tone and mood of customer through written communication.
  • Adaptable & Customer Centric Approach To Situations To Deliver Superior Service Personalization/ Empathy In Communication
  • Ability To Address 2-3 Conversations Simultaneously

Qualifications

QUALIFICATION:
  • High level of Customer service and engagement orientation
  • Excellent oral and written communication skills.
  • Outstanding listening skills and capacity to articulate effective actions based on identified needs and profile.
  • Ability to build a highly engaged relationship with a High Value Premium customer portfolio.
  • Strong Interpersonal, Communication & Writing Skills Accompanied By Quick Comprehension & Clear Articulation
  • Change Management Ability Demonstrated Ability To Work Effectively Within A Team Environment.
  • Ability To Take Independent Decision & Meet Stringent Deadlines

ReqID: 19008464
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 15, 2019, 7:07:21 AM
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