American Express Careers

Customer Care Professional

Gurgaon, India
Customer Care Operations

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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:

Function Description: 
Global Servicing Network (GSN) delivers extraordinary customer care to merchants and commercial clients , while providing world-class customer services. 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. 
The team is responsible for answering inbound calls from the merchants to service the Card Acceptance Products in India market. 

Purpose Of The Role:

  • Provide superior customer service experience, solve customer’s queries, deliver world class services.


Responsibilities:
  • Provide superior customer experience on calls to merchants
  • Resolve all customer queries and follow established procedures as appropriate
  • Ensure best possible solutions and first contact resolution to merchants
  • Deliver to the customer, employees and shareholder metrics as per goals
  • Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands
  • Meet customer needs and ensure quality service is given at all times
  • Adhere to quality and compliance guidelines
  • Ability to take quick decisions and respond to customer inquiries


Qualifications

QUALIFICATION:

Critical Factors to Success:
Business Outcomes: 
  • Improve First Contact Resolution by handling end to end servicing
  • Highlighted Customer Pain Points and raise those to the appropriate teams
  • Deliver to the Customer, Employees and Shareholder Metrics as per Goals
  • Keep the Quality and Compliance of interactions at 100%. 
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

Platforms
  • MS Office suites (Excel, PowerPoint, Word) Preferred:
  • Servicing platforms such as (Cisco, Avaya)
  • Case Management tools
Past Experience:
  • 1–5 Years of experience with prior customer servicing/VoCM experience in a 24X7 environment Preferred: Experience in Customer Service in Banking, Financial, or Sales industry

Academic Background:
  • Under Graduate / Graduate

Functional Skills/Capabilities:
  • End to end process understanding
  • Advanced servicing orientation
  • Handle & manage over the phone Customer queries
  • Ability to understand Omni-channel experience
  • Handling multiple stakeholders & customer sensitivity across – merchants

Preferred:
  • Knowledge about American Express products/ credit cards


Technical Skills/Capabilities:
  • Analytics based decision making
  • Attention to detail to identify the relevant available resources to help the customer Preferred:
  • Digital savvy with a basic understanding of technology & system complexities
Knowledge of Platforms:
  1. MS Office suites (Excel, PowerPoint, Word) Preferred:
  2. Servicing platforms such as (Cisco, Avaya)
  3. Case Management tools

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.

ReqID: 19012713
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 5, 2019, 12:15:56 PM
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