Apprentice (Voice)

Role & responsibilities

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure

• Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
• Identify possible fraudulent activities, investigate allegations of fraud, and minimise the potential loss to American Express by gathering and analysing data to determine the appropriate course of action.
• Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.
• Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements.

Preferred candidate profile

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Members communication style.
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations