About the job
At American Express, every employee is valued for their contributions and has the chance to share in the company’s success. Joining the team means helping deliver top-notch customer service with integrity in a supportive environment where everyone is seen and heard.
How will you make an impact in this role?
- Visualize & simplify end to end card member experience
- Enable & drive process improvement based on voice of customer feedback
- Strive to Customer First Resolution (CFR) and reduce bad demand
- Generate revenue by driving value generation
- Comprehend & Respond to all Customer Queries (Through Chat or Phone, as required) with Immediate Resolution (Real Time) to ensure Customer Satisfaction
- Deliver to all the key metrics as per organizational goals
- Adhere to Quality and Compliance Guidelines
- Adaptable & Customer Centric Approach to situations to deliver superior service personalization & Empathy in Communication
- Able to address 2-3 conversations simultaneously
Minimum Qualifications:
- Graduates/ Under-graduates with 1-7 years of experience in customer service domain (Chat Experience is preferred but not mandatory)
- Excellent verbal and written communication skills
- Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking
- Ability to Toggle Between Screens/Tools
- Demonstrate personal excellence by remaining positive in difficult situations
- Display a passion to serve by delivering extraordinary service in every interaction with our customers
- The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
- Analytical and problem-solving skills with strong attention to detail