Apprentice-Customer Support (Voice)

AMERICAN EXPRESS; Gurugram District; Hybrid; INR 279,000 - 469,000; Full time

Job summary

American Express is hiring for a customer care role in India with a hybrid work setup. You will join Team Amex and support customers by handling inbound calls, delivering tailored solutions, and driving loyalty.

The role emphasizes strong communication, integrity, and a service-first mindset, with resilience to perform in a fast-paced environment and a commitment to regulatory compliance.

Qualifications

• Bachelor's degree is required.
• Not enrolled in any Government Apprenticeship programs.
• Strong interpersonal skills with attention to detail and accuracy.
• Willingness to learn and accept feedback.
• Solution-focused mindset with critical thinking.
• Strong written and verbal communication with customers.
• Resilience to manage steady stream of calls.
• Calm, positive, professional under change and stress.
• Integrity to protect customer information and comply with guidelines.
• Drive to deliver excellent customer experience.

Responsibilities

• Handle a high volume of inbound calls delivering extraordinary service.
• Consult with Card Members to identify needs and tailor solutions.
• Recommend product offers and enroll benefits to deepen loyalty.
• Develop selling skills to strengthen customer relationships.
• Address general and account inquiries and update information.
• Aim for first contact resolution using available tools.
• Meet performance goals across sales, quality, compliance, and productivity.

Skills

Interpersonal skills

Attention to detail

Communication skills

Critical thinking

Resilience

Emotional intelligence

Willingness to learn

Integrity

Customer service mindset

Education

Bachelor's degree

Tools

Microsoft Office

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• Utilizing your skills and passion for customer service to help propel your team and its business partners to success.
• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
• Utilize your service oriented personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
• Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Minimum Qualifications:

• Bachelors degree.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Strong interpersonal skills with attention to detail and accuracy.
• A willingness/openness to learning & feedback, adapt to new tasks and challenges
• Solution centric mindset with strong critical thinking.
• Strong written and communication skills with a natural ability to have authentic and effective conversation with our Card Members which can help deepen relationships and drive Cardmember loyalty.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Ability to remain calm, positive and professional through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• Driven to please by providing the ultimate experience for our Card Members on every interaction.

Preferred Qualifications:

• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.
• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Basic technical knowledge to help multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Ability to work effectively in a team environment
• Timeliness and reliability with ability to operate with strong integrity and code of conduct.

Additional Requirements:

• Flexibility to work anytime in US hours, including weekends.
• Hybrid Environment- on site expectation 3 days/week.
• Workplace Flexibility: Full time. Shift flexibility requirements.
• American Express offers a fantastic and diverse working environment.