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Customer Care Professional

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American Express

5d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Gurgaon

AI generated summary

  • You need 1-7 years of international calling experience, strong communication skills, customer service background, digital savvy, and a basic understanding of the financial industry.
  • You will provide exceptional customer service, handle inquiries and escalations, ensure first call resolution, make quick decisions, and adhere to compliance and quality standards.

Requirements

  • 1-7 years of International Calling Experience
  • Customer service (Voice)
  • Graduate/UG
  • Communication Skills
  • Advanced servicing orientation
  • Handling multiple conversations
  • Ability to understand omni-channel experience
  • Understanding of domestic market & culture
  • Basic understanding of financial/credit card industry
  • Digital savvy with a basic understanding of technology & system complexities
  • 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.

Responsibilities

  • 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

FAQs

What is the primary role of a Customer Care Professional at American Express?

The primary role of a Customer Care Professional is to provide superior customer experience and service to American Express card members, handle customer queries and escalations, and ensure First Call Resolution.

What qualifications are required for this position?

A minimum of 1-7 years of international calling experience, customer service experience (voice), and a graduate or undergraduate degree are required.

Is prior knowledge of the financial or credit card industry necessary?

While it is not mandatory, a basic understanding of the financial or credit card industry is preferred.

What are the key skills that a successful candidate should possess?

Key skills include strong communication abilities, advanced service orientation, the ability to handle multiple conversations, and an understanding of omni-channel experiences.

How does American Express support employee well-being?

American Express offers competitive salaries, bonuses, comprehensive health benefits, flexible working arrangements, paid parental leave, access to wellness centers, counseling support, and career development opportunities.

Are there opportunities for career development in this role?

Yes, American Express provides training opportunities and supports career development for employees in this position.

What kind of metrics will Customer Care Professionals be expected to meet?

Customer Care Professionals will be expected to meet metrics related to employee, customer, and shareholder goals, as well as adhere to quality and compliance guidelines.

What is the company culture like at American Express?

The company culture at American Express emphasizes diversity, integrity, collaboration, and a commitment to providing the best customer experience while valuing each colleague's contributions.

What is the work schedule for this position?

The work schedule may vary depending on the role and business needs; however, flexibility is provided which can include hybrid, onsite, or virtual arrangements.

Is American Express an equal opportunity employer?

Yes, American Express is an equal opportunity employer and makes employment decisions without regard to various protected statuses as required by law.

American Express

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.