Job Description

You Lead the Way. We\xe2\x80\x99ve 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\xe2\x80\x99re supporting our customers\xe2\x80\x99 financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what\xe2\x80\x99s possible \xe2\x80\x94 and we\xe2\x80\x99re 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\xe2\x80\x99s reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. That\xe2\x80\x99s 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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  Provide superior customer experience, customer service & alternatives through voice to American Express card members.
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  Handle customer queries.
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  Handle escalations and display ownership and accountability on calls, emails and RM queries.
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  Demonstrate in-depth process and system knowledge.
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  Quick decisioning ability.
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  Provide superior customer experience on calls to American Express Card Members.
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  Provide alternatives and apply superior service.
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  Call handling skills to ensure best possible solutions and First Call Resolution (FCR) to card members.
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  Deliver to the Employees, Customer and Shareholder metrics as per goals.
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  Adhere to quality and compliance guidelines.
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  Ability to take quick decisions and respond to Customer inquiries.
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  Service no call handling skills to ensure best possible solutions & first call resolution to card members.
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  Excellent service handling & feedback from consumer.
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  Deliver to employees, customers & shareholder metrics as per goals.
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  Adhere to quality & compliance guidelines.
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  Put enterprise thinking first, connect the role\xe2\x80\x99s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
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  Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings.
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  Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
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  Lead with a digital mindset and deliver the world\xe2\x80\x99s best customer experiences every day.

Qualification:

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  1-3 years of International Calling Experience
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  Customer service (Voice)
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  Graduate
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  Communication Skills
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  Advanced servicing orientation
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  Handling multiple conversations
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  Ability to understand omni-channel experience
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  Understanding of domestic market & culture
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  Basic understanding of financial/credit card industry
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  Digital savvy with a basic understanding of technology & system complexities
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  Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

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.