Apprentice- Freshers ( Day Shifts )

AMERICAN EXPRESS; Gurugram District; Hybrid; INR 300,000 - 500,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

American Express in Gurugram is seeking a customer service professional to service Business Card Members, handle queries, and generate value through cross-sell opportunities. The role requires a proactive approach and commitment to quality service.

You will operate in a hybrid environment with 24/7 coverage and rotational night shifts, focusing on compliant processes and measurable outcomes for customers and the business.

Qualifications

• Clear verbal and written communication
• Strong attention to detail in handling card member queries
• Ability to work effectively in a team
• Maintain confidentiality of sensitive information

Responsibilities

• Provide superior customer experience to small business card members
• Resolve queries and follow established procedures
• Identify customer mood and need to offer relevant benefits/products
• Support cross-sell and upgrades while ensuring compliance

Skills

Communication skills

Attention to detail

Teamwork

Confidentiality

Tools

MS 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?

Responsible for Servicing the Card Members Accounts, to help in maintenance and Resolution of Business Card member Queries. Also, they are responsible for generating Value by pitching cross sales and upgrades to the Business Card Members.

• Provide Superior Customer Experience to Small Business Card Members who use American Express for several exclusive benefits and services:
• We not only service, but we also indulge in value generation to maximize spending by identifying the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills to Ensure Best Possible Solutions and FCR to Card Members
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands to Meet Their Needs and Ensure Quality Service is given at all times
• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
• 24/7 & Rotational shifts including night shifts
• Hybrid environment

Minimum Qualifications

• A willingness to learn and adapt to new tasks and challenges
• Not more than 5 years of difference between highest education 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

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment

Compliance Language

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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