Role Summary
American Express is hiring an Apprentice for its Customer Engagement Network team in Gurugram, Haryana (Hybrid - 3 days onsite/week). In this entry-level customer care role, you will deliver extraordinary service to global Card Members across live chat and phone channels. You will manage multiple concurrent chat conversations, evaluate customer account queries, provide tailored solutions, and reinforce card membership benefits while operating in 24/7 rotational US shifts.
Key Responsibilities
- Multi-Channel Customer Servicing: Deliver exceptional customer support via chat and phone in a fast-paced environment, handling 2–3 chat conversations simultaneously.
- Consultative Problem Solving: Evaluate Card Member account issues, analyze root causes, and provide personalized solutions to achieve First Contact Resolution (FCR).
- Customer Engagement & Value Addition: Build human connections through empathy and active listening, highlighting card benefits to deepen customer relationships.
- Performance & Compliance: Consistently meet targets for customer satisfaction (CSAT), schedule adherence, handling time, and strict regulatory/data security compliance.
- Systems Navigation: Toggle between multiple software tools and database screens with speed and accuracy to process customer requests efficiently.
Key Qualifications
- Education: Bachelor’s degree (degree completion date must be within 5 years of joining date).
- Apprenticeship Eligibility: Must not have previously enrolled in any Government Apprenticeship programs.
- Technical & Communication Skills: Strong computer literacy with proven ability to navigate multi-screen application workflows; excellent written and verbal English communication.
- Work Schedule Flexibility: Full flexibility to work in 24/7 rotational US shift windows, including weekends, in a hybrid setup (minimum 3 days/week on-site in Gurugram).
- Soft Skills: Strong analytical mindset, resilience under high-volume chat streams, and a customer-first attitude.
About American Express
American Express is a global financial services brand with a 175-year tradition of trust, service, and innovation, committed to backing its customers, communities, and colleagues through career development and holistic well-being support.