Job Description

You Lead the Way. We've Got Your Back.



With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.



At American Express, you'll be recognized for your contributions, leadership, and impact--every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.



Join Team Amex and let's lead the way together.


Function Description:



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.


How will you make an impact in this role?


• 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 concerns
• Clarify 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.


Minimum Qualifications:


• Graduate and Above


Past Experience:


• Candidate should have been a part of a Voice process with min 12 Months experience
• Demonstrated 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 Articulation
• Demonstrated Ability to Work Effectively Within A Team Environment.


Technical Skills/Capabilities: Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge



Behavioral Skills/Capabilities:



Enterprise Leadership Behaviors


• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
• Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
• Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage


We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities


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