Apprentice (Customer Service- Voice)

We provide customer service support to American Express Corporate Card Members, handling day-to-day queries, service requests, and account-related concerns over the phone. The role involves understanding card members needs, providing accurate information, resolving issues efficiently, and ensuring a seamless service experience. We focus on delivering high-quality service, maintaining compliance with company policies, and achieving strong customer satisfaction and operational performance.

Responsibilities

• 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
• 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
• 24/7 & Rotational shifts including night shifts
• Hybrid environment

Minimum Qualifications

• Bachelors degree
• Not more than 5 years of difference between highest education degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• Comfortable to work in a 24/7 shift and rotational week off's (Primarily US Shift window)
• A willingness to learn and adapt to new tasks and challenges
• Ability to maintain confidentiality

Preferred Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Members communication style.
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

Compliance Language

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:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities