Customer Care Professional

4 weeks ago

Gurugram Haryana, India Amex Full time

**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’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll 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’ll 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?**

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

PA Servicing is all about interacting with clients (Program Administrators) who manage all aspects of card program from charge inquiry to expense management for the company. You will be the first point of contact for the Program Administrators who handle the entire corporate program and could have multiple cards and queries.

Some of the key metrics of this team are,
- VIBES (Valuing Interactions By Evaluating Sentiment)
- RCR (Repeat Caller Rate)
- CHT (Call Handling Time)
- ATS (Adherence to Schedule)
- Quality/HOC & BST

**Responsibilities**:

- Your role requires you to take ownership of the call and resolve the inquiry to customer’s expectations to deepen the relationship and achieve highest level of customer satisfaction.
- Deliver extraordinary service by responding to questions concerning administrative accounts at corporation level.
- Assess mood, inquiry & profile of the PA and consult to share relevant messages and offers.
- Understand the criticality & sensitivity of given responsibility as servicing involves high level executive officers of client organizations.
- Contribute to a positive team environment by acknowledging others’ contributions and celebrating their success.
- Build rapport quickly with customers/clients and put them at ease.
- Deliver on Employees, Customer & Shareholder Metrics as Per Goals
- Proven high initiative and energy level with good influencing, decision-making and collaboration skills.

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.

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