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.Role IntroductionFunction Description:Acts as a resource interface between RMs and customers. Provides information on account clarifications and internal enquiries.As a Customer Care Professional, you serve as the face and voice of the American Express brand. You can make a meaningful difference in the lives of merchants. Our unique servicing philosophy, Relationship Care® puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.Interface with customers (Merchant) via inbound calls, the purpose of resolving routine problems with American Express proprietary products or services.Meet and/or exceed established VoCM Goals.Deliver extraordinary care by promptly and accurately responding to customer inquiries.Striving to make it easy to do business with American Express while solving customer (Merchant) issues, and celebrating their value.Greet SE in a courteous, friendly, and professional manner using agreed upon procedures.Listen attentively to customer's needs and concernsClarify customer requirements; probe for and confirm understanding of requirements or problem.Meet customer requirements through first contact resolution.Confirm customer understanding of the solution and provide additional customer education as needed.Prepare complete and accurate work and update customer file.Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.Participate in activities designed to improve customer satisfaction and business performance.Occasionally use decision-support tools to answer questions.Qualifications - ExternalGraduate and Above.Past Experience:Candidate should have been a part of a Voice process with min 12 Months experienceDemonstrated ability to use an online knowledge base tools to effectively support customers' needs.Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.Offer solutions to issues that are often non-standard/non-routine and require some clarification.Maintain good knowledge of client products and services. Strong Interpersonal, Communication skills Accompanied By Quick Comprehension & Clear ArticulationDemonstrated Ability to Work Effectively Within A Team Environment.
