Customer Care Apprentice at American Express (Gurugram) | ₹300000 - ₹500000

Job Description

The Customer Engagement Network is a dedicated team of Customer Care Professionals, leaders, and support groups working together to deliver outstanding service every day to our Card Members around the world. Our care professionals and partners strive to treat every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships.

Key Responsibilities

• Consistently deliver extraordinary service through chat or phone, as required, in a fast-paced, structured customer care environment.
• Able to handle 2-3 chat conversations simultaneously.
• Consult with Card Members to understand their needs and tailor unique, personal solutions while reinforcing the benefits of card membership that deepen engagement.
• Develop key consulting skills, including building human connections through care and empathy, handling objections, and providing solutions.
• Meet and exceed performance goals including customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
• Maintain high integrity when working with customer information and meet compliance requirements.

Additional Requirements

• Flexibility to work anytime during US hours (24/7 rotational shifts), including weekends.
• Hybrid environment: on-site expectation 3 days per week.
• Full-time role with shift flexibility requirements.
• American Express offers a fantastic and diverse working environment.

Preferred Qualifications

• Strong written and verbal communication skills to converse effectively and naturally with Card Members, deepening client relationships and driving satisfaction.
• Resilience to manage a steady stream of customer chats while balancing performance metrics and remaining positive through change and stressful situations.
• Ability to show humility and care through emotional acknowledgment of customer queries and situations on each chat.
• Technical savvy to multitask and navigate through multiple computer systems and applications simultaneously with speed and accuracy.
• Integrity to manage sensitive Card Member information and adhere to all regulatory and compliance guidelines related to servicing practices.
• Timeliness and reliability.

About the Company

At American Express, our culture is built on a 175-year history of innovation, shared values, and leadership behaviors, with an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience 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.