Apprentice - Customer Care Professional (Voice)

This Apprentice - Customer Care Professional (Voice) role at American Express involves providing superior customer experience to Consumer Card Members. Key responsibilities include resolving customer queries, identifying customer needs, and ensuring best possible solutions and First Call Resolution (FCR). The role requires adherence to quality and compliance guidelines, quick decision-making, and strong interpersonal, communication, listening, analytical, and problem-solving skills. Candidates should be customer-focused, dependable, self-motivated, and able to work effectively both independently and in a team.

Must Have

• Provide superior customer experience on calls to Consumer Card Members.
• Resolve all customer queries and follow established procedures.
• Apply superior service and call handling skills for best solutions and FCR.
• Identify customer mood, profile, and needs to offer suitable benefits/products.
• Deliver to customer, employee, and shareholder metrics.
• Adhere to quality and compliance guidelines.
• Ability to take quick decisions and respond to customer inquiries.
• Previous sales experience while providing top-notch customer service.
• Strong interpersonal, communication, and listening skills.
• Excellent verbal communication.
• Customer-focused with strong ability to resolve customer issues.
• Effectively address service 'no' situations.
• Demonstrated dependability and self-motivating skills.
• Change management ability.
• Ability to work effectively within a team environment as well as independently.
• Proven analytical and problem-solving skills with strong attention to detail.
• Workable knowledge of MS Office Applications (Word, PowerPoint, Excel).
• Up to 11 months of experience in high-quality customer service.
• Applicants eligible within five years of completing graduation.
• Must not have previously completed government-funded apprenticeship programs.
• Not registered for a technical course under NATS.
• Graduation from an AICTE/UGC-recognized university.

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?

• Provide Superior Customer Experience on Calls to Consumer Card Members
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills To Ensure Best Possible Solutions and FCR to Card Members
• To identify the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines
• Deliver to the Customer, Employees 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. Ability to Take Quick Decisions and Respond to Customer Inquiries
• Previous sales while providing top notch customer service background Strong Interpersonal, Communication and Listening Skills
• Excellent Verbal Communication

Preferred Qualifications:

• Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations
• Demonstrated Dependability/Self Motivating Skills. Change Management Ability
• Demonstrated Ability to Work effectively within a Team Environment as well as independently
• Proven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)
• 24/7 & Rotational shifts including night shifts
• Hybrid environment
• Strong Interpersonal Communication and Comprehension Skills

Minimum Qualifications:

• Freshers or candidates with up to 11 months of experience in delivering high quality customer service within the customer service domain are eligible to apply.
• 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.