Senior Customer Service Representative

Job Description

  • Job Title Consumer Services,Airlines and Aviation,Financial Services


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.

Job Description:

1. Function Description

American Express is on a journey to provide the world’s best customer experience every day. The GNA team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

2. Purpose of the Role

To Solve for Amex CM queries efficiently and provide the world’s best customer experience every day.

3. Responsibilities

At GNA we review and approve the applications for new customers and existing customers. We not only approve the application however; we provide one touch solution to US Customers since we do not have any counterpart anywhere except INDIA.We are a team of 150+ CCP’S delivering extra ordinary customer service since we are the first face of the organization. We work inbound and outbound both.

Purpose of the Role:
Timely And Error Free Processing Of Card Applications.
Provide excellent service to US card applicants/Card Members
Processing Of Applications by Ensuring Complete Analysis of Available Data on Profile,
adhering to outlined Procedures
Ability to connect with customer’s and willingness to go beyond the call of duty
Ability to Demonstrate exceptional customer service etiquettes
Understand the bank environment and confidentiality of customer data
Assist Audit, Internal And Compliance Functions at times Of Audits To Ensure All Control Issues
Are Identified And Addressed.
Acts as a brand ambassador for the company
Ability to analyze and suggest improvement on existing processes, procedures.
Ability to work with minimal support
Candidate should be customer centric.
Support All Other Day-To-Day New A/C Processes And All New Initiatives
Shift Timings – 24*7

Minimum Qualifications:

Qualifications - External

4. Critical Factors to Success

Ability to Take Quick Decisions and Respond to Customer Inquiries.
Deliver extraordinary customer care by responding to questions concerning
5. Past Experience

Minimum 1 Year experience in International Voice Process,
6. Academic Background

Preferably Graduate in any stream
7. Skills/Capabilities across Functional, Technical, Knowledge of Platforms & Behavioral areas

Strong problem-solving
Excellent written and verbal communication
Basic Knowledge of MS Office

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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