Customer Service Professional

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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.


  • Excellent Communication Skills
  • Provide Superior Customer Experience on Calls to Consumer Card Members. 
  • Resolve all Customer Queries and Follow Established Procedures as Appropriate. 
  • Provide alternatives and apply Superior Service No, Call Handling Skills 
  • To Ensure Best Possible Solutions and FCR to Card Members. 
  • 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 
  • To Meet Their Needs and Ensure Quality Service is given at all times. 
  • Adherence to Quality and Compliance Guidelines. 
  • Ability to Take Quick Decisions and Respond to Customer Inquiries. 
  • Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment 
  • Grow and nurture customer relationships on every interaction that results in measurable customer value 
  • Document necessary account information and offer custom solutions that benefit the customer 
  • Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality 
  • This role may be subject to additional background verification checks



  • We are looking for the following:
  • Must possess Excellent Verbal Communication
  • Strong critical thinking and decision-making skills
  • Proven Analytical and Problem Solving with a strong attention to detail
  • Ability to effectively set-up and handle complex cases 
  • Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly
  • Passion and experience in the delivery of premium customer service
  • Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations. 
  • Demonstrated Dependability/Self Motivating Skills. 
  • Change Management Ability. 
  • Demonstrated Ability to Work effectively within a Team Environment as well as independently.
  • Workable knowledge of MS Office Applications (Word, Power-point, Excel) 

ReqID: 19013947
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 12, 2019, 10:33:33 AM