Apprentice - Customer Service

AMERICAN EXPRESS; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Flexible working model

Job summary

AMERICAN EXPRESS is seeking dedicated Customer Care Professionals for its Commercial Servicing Network in Gurugram, India. This role focuses on delivering exceptional service through effective communication while managing multiple tasks efficiently.

The ideal candidate will possess a Bachelor's degree, strong attention to detail, and the ability to maintain customer confidentiality. Flexible work arrangements are available depending on business needs, including options for hybrid and remote work.

Qualifications

• Bachelor's degree required.
• Strong attention to detail and accuracy.
• Good communication and interpersonal skills.

Responsibilities

• Deliver extraordinary customer service through chat or phone.
• Consult with Card Members to understand and meet their needs.
• Develop consulting skills to build connections with customers.

Skills

Customer Service

Communication

Problem Solving

Analytical Skills

Education

Bachelor's degree

Job description

Overview

The Commercial Servicing Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to our Card Members around the world. Our dedicated care professionals and partners strive to treat every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships.

Responsibilities

• Consistently deliver extraordinary service (through chat or phone, as required), whilst in a fast-paced, structured, customer care environment.
• Able to address 2-3 Chat conversations simultaneously.
• Ready to work in 24/7 shift environment and minimum 3 days work from office in a given week.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
• Develop key consulting skills, including building a human connection with customers through care and empathy, handling objections, and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
• Maintain a high level of integrity to work with customer information and meet compliance requirements.

Minimum Qualifications

• Bachelor's degree
• Not more than 5 years of difference between graduation degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges
• Ability to maintain confidentiality

Preferred Qualifications

Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.

• Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Members communication style.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Proven analytical skills to analyse customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction
• Resilience is needed to efficiently manage a steady stream of customer interactions, while balancing performance to meet a variety of metrics.
• Ability to multitask and answer multiple Card Member queries simultaneously, while toggling between screens/tools, without becoming overwhelmed

Benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need