Customer Service Associate

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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:

Eye For Detail Recognizes Knowledge Gaps & Researches To Respond Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

 

• Ability To Comprehend & Respond To All Customer Queries (Through Chat) 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 and voice communication.

• Adaptable & Customer Centric Approach To Situations To Deliver Superior Service Personalization/ Empathy In Communication


Shift Timings: 24*7

 

Purpose of the Role:

Ability to Address 2-3 conversations simultaneously

 
Responsibilities:

Ability To Comprehend & Respond To All Customer Queries (Through Chat) With Immediate Resolution (Real Time) To Ensure Customer Satisfaction.

 
 

Critical Factors to Success:

Deliver To The Employees, Customer And Shareholder Metrics As Per Goals

Minimum Qualifications

Past Experience:
Mandatory 1 Year of International BPO Experience
 
 
Academic Background:
Graduate
 
Functional Skills/Capabilities:
• 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
• Typing Speed (25- 35 Words/Minute)
• Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability To Toggle Between  Screens/Tools
 
Technical Skills/Capabilities:
NA
 
Knowledge of Platforms:
NA
 
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: 20003994
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 12, 2020, 2:12:24 PM