Customer Service Executive Apprentice(Voice, Chat & Back Office)

AMERICAN EXPRESS; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

American Express in India is seeking fresh graduates to join as customer service professionals. You will handle calls from Consumer Card Members, resolve inquiries, and follow established procedures while offering suitable benefits/products within set guidelines.

The role operates in a hybrid environment with rotational shifts, including night shifts, and requires strong communication and problem-solving skills to deliver high-quality service.

Qualifications

• Freshers or candidates with up to 11 months of experience in delivering high quality customer service within the customer service domain are eligible to apply.
• Graduation completed from AICTE/UGC Recognized university.

Responsibilities

• Provide Superior Customer Experience on Calls to Consumer Card Members.
• Resolve all Customer Queries and follow established procedures as appropriate.
• Identify customer mood, profile and needs to offer the best suited benefits/products while complying with guidelines.
• Deliver metrics as per goals and escalate issues to improve workflows, service levels and quality.

Skills

Customer Service

Communication

MS Office

Education

Graduation from AICTE/UGC recognized university

Tools

MS Office

Job description

Description - External

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.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Provide Superior Customer Experience on Calls to Consumer Card Members
• 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
• To identify 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
• 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
• Previous sales while providing top notch customer service background Strong Interpersonal, Communication and Listening Skills
• Excellent Verbal Communication

Preferred Qualifications

• Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations
• Demonstrated Dependability/Self Motivating Skills. Change Management Ability
• Demonstrated Ability to Work effectively within a Team Environment as well as independently
• Proven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)
• 24/7 & Rotational shifts including night shifts
• Hybrid environment
• Strong Interpersonal Communication and Comprehension Skills

Minimum Qualifications

• Freshers or candidates with up to 11 months of experience in delivering high quality customer service within the customer service domain are eligible to apply.
• Applicants are eligible to apply within five years of completing their graduation.
• Candidates must not have previously completed any government funded apprenticeship programs.
• Individuals who have already registered for a technical course under NATS (National Apprenticeship Training Scheme) are not eligible for re-enrollment.
• Candidates must have completed their graduation from an AICTE/UGC Recognized university.

Compliance Language

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.