Apprentice- Customer Care Professional (Chat)

Join American Express as an Apprentice-Customer Care Professional (Chat) in a hybrid role. You will visualize and simplify card member experiences, drive process improvements based on customer feedback, and aim for Customer First Resolution. Responsibilities include generating revenue, responding to customer queries via chat (or phone), delivering on key metrics, and adhering to quality and compliance guidelines. This role requires a customer-centric approach and the ability to handle multiple conversations simultaneously.

Must Have

• Visualize & simplify end to end card member experience
• Enable & drive process improvement based on voice of customer feedback
• Strive to Customer First Resolution (CFR) and reduce bad demand
• Generate revenue by driving value generation
• Comprehend & Respond to all Customer Queries (Through Chat or Phone, as required) with Immediate Resolution (Real Time) to ensure Customer Satisfaction
• Deliver to all the key metrics as per organizational goals
• Adhere to Quality and Compliance Guidelines
• Adaptable & Customer Centric Approach to situations to deliver superior service personalization & Empathy in Communication
• Able to address 2-3 conversations simultaneously
• Up to 11 months of experience in customer service domain
• Graduation completed within five years from an AICTE/UGC – Recognized university
• Not previously completed any government funded apprenticeship programs
• Not registered for a technical course under NATS

Good to Have

• Quick Navigation Ability
• Web Savvy
• Basic Troubleshooting Knowledge
• Multitasking: Ability to toggle Between Screens/Tools
• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering extraordinary service in every interaction with our customers
• Ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Analytical and problem-solving skills with strong attention to detail
• Chat Experience is preferred

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.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Visualize & simplify end to end card member experience.

• Enable & drive process improvement based on voice of customer feedback.

• Strive to Customer First Resolution (CFR) and reduce bad demand.

• Generate revenue by driving value generation.

• Comprehend & Respond to all Customer Queries (Through Chat or Phone, as required) with Immediate Resolution (Real Time) to ensure Customer Satisfaction.

• Deliver to all the key metrics as per organizational goals.

• Adhere to Quality and Compliance Guidelines.

• Adaptable & Customer Centric Approach to situations to deliver superior service personalization & Empathy in Communication.

• Able to address 2-3 conversations simultaneously.

Preferred Qualifications:

• Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability to toggle Between Screens/Tools
• Demonstrate personal excellence by remaining positive in difficult situations.
• Display a passion to serve by delivering extraordinary service in every interaction with our customers.
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis.
• Analytical and problem-solving skills with strong attention to detail

Minimum Qualifications:

• Freshers or candidates with up to 11 months of experience in customer service domain (Chat Experience is preferred but not mandatory)
• 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.