Apprentice - Dispute Phone Servicing at American Express (Gurugram) | Apply Now

Job Description

American Express is on a journey to provide the world's best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), centralizes the disputes process to benefit customers and leverage quality of service. This role operates in a 24/7 environment, including shifts and weekends. Ongoing flexibility is required.

Key Responsibilities

• Resolve Amex Card Member queries efficiently and deliver the world's best customer experience daily.
• Make quick decisions and respond to customer inquiries.
• Provide extraordinary customer care by answering questions about customer accounts in a fast-paced, structured environment.
• Deliver superior customer experience on calls to Consumer Card Members.
• Resolve all customer queries and follow established procedures as appropriate.
• Offer alternatives and apply superior service and call handling skills.
• Ensure the best possible solutions and First Call Resolution (FCR) for Card Members.
• Meet customer, employee, and shareholder metrics as per goals.
• Highlight issues through feedback and recommend changes in workflows, procedures, and service levels based on customer demands.
• Meet customer needs and ensure quality service at all times.
• Adhere to quality and compliance guidelines.
• Grow and nurture customer relationships on every interaction to deliver measurable customer value.
• Document necessary account information and offer custom solutions that benefit the customer.
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency, and quality.

Qualifications

Minimum Qualifications

• Bachelor's 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
• Rotational shifts, 24/7 working environment, and 2 rotational week offs

Preferred Qualifications

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment

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