Customer Service Analyst- T2

American Express; Gurugram District; Hybrid; INR 300,000 - 700,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Flexible working model

Comprehensive medical benefits

Generous paid parental leave

Free access to wellness centers

Career development opportunities

Job summary

An established industry player is seeking dedicated individuals to join their Customer Fulfillment Network team. This role emphasizes delivering exceptional customer care and resolving inquiries effectively. As part of a supportive and diverse community, you will have the opportunity to make a significant impact on customer experiences while enjoying a range of benefits that support your personal and professional growth. If you are passionate about customer service and eager to contribute to a team that values integrity and excellence, this role is an exciting opportunity for you.

Qualifications

• 1-3 years of customer service or back-office experience required.
• Graduate degree is mandatory.

Responsibilities

• Resolve Card Members requests to enhance the customer service experience.
• Handle Credit Balance refund requests within specified timeframes.

Skills

Customer Service

Communication Skills

Problem Solving

Analytical Skills

Education

Graduate

Tools

MS Office Suite

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.

How will you make an impact in this role?

The Customer Fulfillment Network (CFN) team delivers extraordinary Customer Care to Card members. Our aim is to deliver the world’s best customer experience every day by resolving Card Members inquiries effectively.

Purpose of the Role:

• Resolve Card Members requests as per the policies & procedures to infuse confidence in card members to elevate the customer service experience.
• Prompt Handling of Credit Balance Refund Requests for US Consumer Customers within specified timeframes.
• Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company.

Responsibilities:

• Provide functional expertise and ongoing support to operations and cross functional initiatives.
• Handle Credit Balance refund requests with integrity & within specified timeframes.
• Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.
• Deliver to the Colleagues, Customer and Shareholder metrics as per goals.
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.
• Ensure adherence to quality and compliance guidelines.
• Support any new initiatives in the directorate.
• Balance customer interests with the interests of American Express.
• Communicate effectively, oral and written to identify and document necessary information.
• 24x7 work environment (Saturdays working - applicable per business requirement).

Minimum Qualifications:

• Graduate.
• 1–3 Years of experience with prior customer servicing/back-office experience.
• Knowledge of Platforms- MS Office suites (Excel, PowerPoint, Word).

Preferred Qualifications:

• Experience in KPO, Customer service & E-Commerce industry.
• Knowledge about American Express products/ credit cards.
• Digital savvy with a basic understanding of technology & system complexities.

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.