Customer Care Professional

You Lead the Way. We've Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you will be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company's success. Together, we will win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we will do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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

How will you make an impact in this role?

• Provide superior customer experience, customer service & alternatives through voice to American Express card members
• Handle customer queries
• Handle escalations and display ownership and accountability on calls.
• Demonstrate in-depth process and system knowledge
• Quick decisioning ability
• Provide superior customer experience on calls to American Express Card Members.
• Provide alternatives and apply superior service
• Call handling skills to ensure the best possible solutions and First Call Resolution (FCR) to card members.
• Deliver to the Employees, Customer and Shareholder metrics as per goals
• Adhere to quality and compliance guidelines.
• Ability to make quick decisions and respond to Customer inquiries

Business Outcomes:

• Service no call handling skills to ensure the best possible solutions & first call resolution to card members
• Excellent service handling & feedback from consumer
• Deliver to employees, customers & shareholders metrics as per goals
• Adhere to quality & compliance guidelines

Leadership Outcomes:

• Put enterprise thinking first, connect the roles agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
• Lead with an external perspective, challenge the status quo and bring continuous innovation to our existing offerings
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity
• Lead with a digital mindset and deliver the world's best customer experiences every day

Minimum Qualifications

• 1-3 years of International Calling Experience
• Customer service (Voice)
• Graduate/UG

Functional Skills/Capabilities:

• Communication Skills
• Advanced servicing orientation
• Handling multiple conversations
• Ability to understand the omnichannel experience

Preferred Qualifications

• Understanding of the domestic market & culture
• Basic understanding of the financial/credit card industry

Technical Skills/Capabilities:

Digital savvy with a basic understanding of technology & system complexities

Behavioural Skills/Capabilities:

• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
• Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
• Do It The Right Way: Communicate Frequently, Candidly &, Make Decisions Quickly & Effectively, and Live the Blue Box Values, Great Leadership Demands Courage.

Compliance Language We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 centres staffed with nurses and doctors (depending on location)
• Free and confidential counselling 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, colour, 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.