Job
Description
You Lead the Way. Weve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and were proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amexs reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. Thats why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Roles and Responsibilities:
- 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
- Techincal customer service background preferred along with Strong Interpersonal, Communication and Listening Skills.
- Excellent Verbal Communication. - 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) .
Desired Candidate Profile:
- Perform additional Skip trace using internal and external tools.
- Grow and nurture customer relationships on every interaction that results in measurable Customer value.
- Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals.
- Document necessary account information and offer custom solutions that benefit the customer.
- Balance customer interests with the interests of American Express.
Minimum Qualifications:
Undergraduate Or Graduate With Minimum - 1 Year of International Voice Experience.
Qualifications -
- Undergraduate, Graduate or Post-Graduate from a recognized Institute can apply.
- Prior work experience in collections required.
- Proven analytical and problem-solving skills with a strong attention to detail.
- Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment.
- Ability to evaluate card members financial and account data to make sound business decision.
- Analytical mind & attention to detail.
- Strong interpersonal, communication and listening skills. Excellent negotiation skills.
- Demonstrated consultative experience, ability to influence, resourceful.
Perks and Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food allowance
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Supplemental pay
- Overtime pay
- Shift allowance
- Performance bonus
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.
Kindly drop your resume on my email with subject line: Customer Service Associate
For any further queries, connect with me on the given number.
Recruiter Details:
Name: Aaditri
Contact No: 9958333230
Email ID: aaditri.aaditri@aexp.com
Timings: 11am to 9pm
Noida, Faridabad, Gurgaon/Gurugram, Jaipur, Delhi / NCR