Customer Care Professional

American Express; Gurugram District; Hybrid; INR 250,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Bonus incentives

Health insurance

Flexible work model

Parental leave

Wellness centers

Counseling support

Career development

Job summary

American Express is seeking a Banking Servicing Network professional to deliver seamless chat-based customer support, focusing on quick, accurate resolutions and high-quality service. You will engage with customers onboarding banking services and assisting with daily needs in a fast-paced, 24x7 environment.

The role emphasizes strong written communication, the ability to handle multiple chats, and adherence to quality and compliance guidelines, contributing to customer satisfaction and business

Qualifications

• Experience in chat-based customer support or contact center environment.
• Strong written communication and ability to respond clearly and empathetically.
• Ability to handle multiple conversations and meet quality/compliance standards.

Responsibilities

• Provide Banking chat customer care with a focus on customer-first resolution.
• Resolve customer queries/issues to the best of your ability for satisfaction.
• Address 2-3 conversations simultaneously and deliver end-to-end chat servicing.

Skills

Chat support

Customer service

Written communication

Problem solving

Teamwork

Education

Under Graduate/Graduate

Tools

Web navigation

Job description

Job Description As Banking Servicing Network, we aspire to be the industry benchmark for operational excellence and innovation in banking – delivering seamless, secure and sustainable financial services that elevate the customer experience and power the growth of the company’s largest funding source. To this end, as a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from onboarding a Banking customer to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

Job Description As Banking Servicing Network, we aspire to be the industry benchmark for operational excellence and innovation in banking – delivering seamless, secure and sustainable financial services that elevate the customer experience and power the growth of the company’s largest funding source. To this end, as a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from onboarding a Banking customer to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

Job Description As Banking Servicing Network, we aspire to be the industry benchmark for operational excellence and innovation in banking – delivering seamless, secure and sustainable financial services that elevate the customer experience and power the growth of the company’s largest funding source. To this end, as a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from onboarding a Banking customer to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.Responsibilities

• Banking chat customer care professional focus on Customer First Resolution, owning and solving the customers inquiry
• Ensuring we resolve customer queries/issues to the best of our ability
• Ability to comprehend & respond to all customer queries with immediate resolution to ensure customer satisfaction
• Deliver on Employees, Customer and Shareholder metrics as per goals
• Adherence to Quality and Compliance guidelines
• Communicates Effectively and have ability to recognize tone and mood of customer through written communication
• Adaptable & customer centric approach to situations. Deliver superior service through personalization/ empathy in communication
• End to end customer service via chat servicing
• Ability to Address 2-3 conversations simultaneously

Qualifications

• Under Graduate/Graduate
• Chat Experience of one year
• Must be flexible to work in 24x7 environment
• Strong interpersonal, communication & writing skills accompanied by quick comprehension & clear articulation
• Adaptable to change and demonstrated ability to work effectively in a team.
• Ability to take independent decision & meet stringent deadlines
• Typing Speed - 25- 35 Words/Minute
• Quick navigation ability, Web savvy, basic troubleshooting knowledge and multitasking ability (ability to toggle between screens/tools)

About Us 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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you’ll experience our 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.About The Team 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:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.