Apprentice - Customer Care Professional (Back Office)

American Express is seeking an Apprentice - Customer Care Professional (Back Office) in Gurugram, Haryana, India. This hybrid role involves timely and comprehensive customer query responses, meeting performance metrics, and recommending workflow improvements. Key responsibilities include ensuring quality service, adhering to compliance, and balancing customer and company interests. Ideal candidates are freshers or have up to 11 months of experience in customer service or BFSI, possessing excellent communication, analytical skills, customer sensitivity, and a results-oriented approach. A graduation from an AICTE/UGC-recognized university is required, and candidates must not have completed prior government-funded apprenticeship programs or be registered under NATS.

Must Have

• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
• Deliver to the Employees, Customer and Shareholder metrics as per goals
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels
• Adherence to quality and compliance guidelines
• Support any new initiatives in the directorate
• Balance customer interests with the interests of American Express
• Communicates effectively, oral and written to identify and document necessary information
• Freshers or candidates with up to 11 months of experience in customer service or any BFSI domain
• Applicants are eligible to apply within five years of completing their graduation
• Candidates must not have previously completed any government funded apprenticeship programs
• Individuals who have already registered for a technical course under NATS are not eligible for re-enrollment
• Candidates must have completed their graduation from an AICTE/UGC – Recognized university

Good to Have

• Excellent Verbal & Written Communication - Customer Focused, with Strong Ability to Resolving Customer Issues
• Analytical mind & attention to detail
• High level of Customer sensitivity, commitment & service orientation
• High result orientation
• Ability to take independent decisions & meet stringent deadlines

Work Location Options:

Hybrid

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 with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
• Deliver to the Employees, Customer 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.
• Support any new initiatives in the directorate.
• Balance customer interests with the interests of American Express.
• Communicates effectively, oral and written to identify and document necessary information

Preferred Qualifications:

• Excellent Verbal & Written Communication - Customer Focused, with Strong Ability to Resolving Customer Issues
• Analytical mind & attention to detail
• High level of Customer sensitivity, commitment & service orientation
• High result orientation
• Ability to take independent decisions & meet stringent deadlines

Minimum Qualifications:

• Freshers or candidates with up to 11 months of experience in customer service or any BFSI domain
• Applicants are eligible to apply within five years of completing their graduation.
• Candidates must not have previously completed any government funded apprenticeship programs.
• Individuals who have already registered for a technical course under NATS (National Apprenticeship Training Scheme) are not eligible for re-enrollment.
• Candidates must have completed their graduation from an AICTE/UGC – Recognized university.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.