American Express Gurugram Hiring Apprentice Customer Care | Bachelor's Degree

Job Description

You will provide high-quality customer service by handling a high volume of calls and addressing customer inquiries. Understand customer needs, offer personalized solutions, and promote card member benefits. Make relevant product recommendations to deepen customer engagement and loyalty.

Key Responsibilities

• Use your skills, experience, and passion for customer service to help your team and its business partners succeed.
• Consistently deliver excellent service on a high volume of inbound calls in a fast-paced, structured customer care environment, with a strong focus on a Customer First mentality.
• Consult with Card Members to understand their needs and tailor personal solutions, while reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for customers through relevant recommendations of product offers and benefit enrollments that deepen engagement and loyalty.
• Use your service-oriented personality to develop key selling skills that strengthen customer relationships and loyalty to our brand.
• Address general and account-specific inquiries, such as statement questions, card replacement, payments, rewards redemption, and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, supporting a first point of contact resolution.
• Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, productivity targets, and customer performance metrics.

Qualifications

Minimum Qualifications:

• Bachelor's degree
• No more than 5 years between the highest education degree completion date and the 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

Preferred Qualifications:

• Strong written and verbal communication skills to converse effectively and naturally with Card Members.
• Resilience to manage a steady stream of customer calls, balance performance metrics, and stay positive through change and stressful situations.
• Humility, care, and appreciation shown through emotional acknowledgement of customer situations on each call.
• Technical savvy to multi-task and move through multiple computer systems and applications with speed and accuracy.
• Integrity to manage sensitive Card Member information and follow Regulatory and Compliance guidelines for servicing and sales practices.
• Driven to deliver an excellent experience for Card Members on every interaction.
• Timeliness and reliability.

About the Company

American Express builds its culture on a 175-year history of innovation, shared values, Leadership Behaviors, and a commitment to back customers, communities, and colleagues. The company delivers differentiated products and world-class customer service, operating with a strong risk mindset to uphold its brand promise of trust, security, and service.

As part of Team Amex, you get comprehensive support for your holistic well-being, many opportunities to learn new skills, develop as a leader, and grow your career. Your voice and ideas matter, your work makes an impact, and together you help define the future of American Express.