Customer Service Analyst

American Express; Gurugram District; Hybrid; INR 400,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Bonuses

Well-being programs

Career development

Job summary

American Express is seeking a Customer Care Professional in Gurugram, India, to support processing of banking product applications and deliver exceptional customer experiences. The role emphasizes strong communication, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment.

Responsibilities include managing inbound/outbound calls, case activities, and meeting performance metrics while safeguarding customer information and adhering to regulatory standards.

Qualifications

• Prior experience in a contact center Voice Process.
• Ability to thrive in a fast-paced, performance-driven environment.
• Strong multitasking skills with proficiency in navigating multiple web-based applications.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and connect with customers.
• Demonstrated commitment to delivering an exceptional customer experience.
• Ability to apply customer service best practices with professionalism, empathy, and attention to detail.
• Willingness to develop consultative communication skills, including objection handling, customer engagement, and solution-oriented conversations.

Responsibilities

• Handle inbound and outbound customer calls, along with case management activities, to process banking product applications accurately and efficiently.
• Deliver exceptional customer service through phone in a fast-paced, structured environment.
• Meet and exceed key performance metrics, including customer satisfaction, quality, average handling time, schedule adherence, and compliance standards.
• Safeguard customer information by maintaining the highest level of integrity and adhering to all regulatory and compliance requirements.
• Build meaningful customer relationships through empathy, active listening, and effective problem-solving.
• Handle customer objections professionally and provide end-to-end solutions that meet customer needs.
• Navigate multiple web-based systems efficiently while managing several tasks simultaneously.

Skills

Excellent communication

Multitasking

Customer service

Relationship building

Tools

CRM software

Job description

Job Description

As a Customer Care Professional, you will play a critical role in delivering exceptional customer experiences while supporting the processing of banking product applications. This role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment

Responsibilities

• Handle inbound and outbound customer calls, along with case management activities, to process banking product applications accurately and efficiently.
• Deliver exceptional customer service through phone in a fast-paced, structured environment.
• Meet and exceed key performance metrics, including customer satisfaction, quality, average handling time, schedule adherence, and compliance standards.
• Safeguard customer information by maintaining the highest level of integrity and adhering to all regulatory and compliance requirements.
• Build meaningful customer relationships through empathy, active listening, and effective problem-solving.
• Handle customer objections professionally and provide end-to-end solutions that meet customer needs.
• Navigate multiple web-based systems efficiently while managing several tasks simultaneously

Qualifications

• Prior experience in a contact center Voice Process.
• Ability to thrive in a fast-paced, performance-driven environment.
• Strong multitasking skills with proficiency in navigating multiple web-based applications.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and connect with customers.
• Demonstrated commitment to delivering an exceptional customer experience.
• Ability to apply customer service best practices with professionalism, empathy, and attention to detail.
• Willingness to develop consultative communication skills, including objection handling, customer engagement, and solution-oriented conversations

Preferred Qualifications

• Strong attention to detail and accuracy.
• Analytical mindset with the ability to identify opportunities for process improvement.
• Excellent written and verbal communication skills, including active listening and the ability to adapt communication style to meet customer needs.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.