Apprentice, Customer Service (Voice)

About the Role

• Provide customer service support to American Express Corporate Card Members over the phone.
• Handle day-to-day queries, service requests, and account-related concerns.
• Focus on delivering high-quality service, maintaining compliance with company policies, and achieving strong customer satisfaction and operational performance.

Key Responsibilities

• Resolve all customer queries and follow established procedures.
• Provide alternatives and apply superior service to ensure best possible solutions and First Call Resolution (FCR) to card members.
• Deliver to 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.
• Adhere to quality and compliance guidelines.
• Take quick decisions and respond to customer inquiries.
• Work 24/7 & Rotational shifts including night shifts.

Requirements & Tech Stack

• Hybrid environment.
• Proficiency in basic computer applications (e.g., Microsoft Office Suite).

Qualifications

• Bachelors 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.
• Ability to work effectively in a team environment.
• Demonstrated Dependability/Self Motivating Skills.
• Change Management Ability.
• Demonstrated ability to work effectively within a team environment as well as independently.
• Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.
• Comfortable with rotational shifts and week offs following US time zones.