Customer Care Professional

4 days ago

Gurgaon, Haryana, India American Express Full time ₹ 6,00,000 - ₹ 10,00,000 per year

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.

How will you make an impact in this role?

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

Minimum Qualifications

    • 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
    • Should be able to provide alternatives and apply superior Service No call handling skills to ensure best possible solutions and FCR to customers.
    • 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.
    • This role may be subject to additional background verification checks

Preferred Qualifications

  • 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.
  • This role may be subject to additional background verification checks

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.

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