Job Description

You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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PA Servicing is all about interacting with Program Administrators who manage all aspects of card program from charge inquiry to expense management for the company. You will be the first point of contact for the Program Administrators who handle the entire corporate program and could have multiple cards and queries.
Some of the key metrics of this team are :-

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  OSAT (Overall Satisfaction)
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  Value Generation
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  CFR (Customer First Resolution)
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  CHT (Call Handling Time)
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  ATS (Adherence to Schedule)
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  Quality/HOC & BST

Job Responsibilities

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  Your role requires you to take ownership of the call and resolve the inquiry to customer’s expectations to deepen the relationship and achieve highest level of customer satisfaction
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  Deliver extraordinary service by responding to questions concerning administrative accounts at corporation level
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  Assess mood, inquiry & profile of the PA and consult to share relevant messages and offers
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  Understand the criticality & sensitivity of given responsibility as servicing involves high level executive officers of client organizations
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  Contribute to a positive team environment by acknowledging others’ contributions and celebrating their success
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  Should be able to provide alternatives and apply superior Service No call handling skills to ensure best possible solutions and FCR to customers
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  Build rapport quickly with customers/clients and put them at ease
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  Deliver on Employees, Customer & Shareholder Metrics as Per Goals
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  Proven high initiative and energy level with good influencing, decision-making and collaboration skill

• Passionate about the Brand and Customer Service
• Candidate with prior experience with American Express Corporate Card/Credit Card Servicing knowledge is preferred
  

American Express is an equal opportunity employer and makes employment decisions without regard to race, colour, 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.