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

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
• A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality
• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment
• Demonstrated Dependability/Self Motivating Skills. Change Management Ability
• Demonstrated Ability to Work effectively within a Team Environment as well as independently
• Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations
• Comfortable with rotational shifts and week offs following US time zones
  
  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