Apprentice, Voice)

About the Role

Provide customer service support to American Express Corporate Card Members, handling day-to-day queries, service requests, and account-related concerns over the phone. The role involves understanding card members' needs, providing accurate information, resolving issues efficiently, and ensuring a seamless service experience. 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 and call handling skills to ensure the 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.
• Ability to take quick decisions and respond to customer inquiries.

Requirements & Tech Stack

• 24/7 & Rotational shifts including night shifts.
• Hybrid environment.
• Primarily US Shift window.

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.
• Comfortable to work in a 24/7 shift and rotational week offs.
• A willingness to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality.

Preferred Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member's communication style.
• Resilience to efficiently manage a steady stream of customer calls while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
• Compliance.