Customer Care Professional

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold ourcompany valuesand powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Provide superior customer experience, customer service & alternatives through voice to American Express card members
• Handle customer queries
• Handle escalations and display ownership and accountability on calls.
• 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

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

Minimum Qualifications

• 1-7 years of International Calling Experience
• Customer service (Voice)
• Graduate/UG

Functional Skills/Capabilities:

• Communication Skills
• Advanced servicing orientation
• Handling multiple conversations
• Ability to understand omni-channel experience

Preferred Qualifications

• Understanding of domestic market & culture
• Basic understanding of financial/credit card industry

Technical Skills/Capabilities: