Customer Service Associate

American Express; Gurgaon; Hybrid; INR 400,000 - 650,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical, dental, vision insurances

Hybrid/onsite work options

Parental leave policies

Job summary

American Express in Gurgaon, India, is hiring for a customer service role handling high-volume inbound calls. You will understand customer needs, offer personalized solutions, and promote card member benefits to drive engagement and loyalty.

Join a team focused on customer-first service in a hybrid work model (onsite 3 days/week) with US-hours support. The role emphasizes empathy, integrity, and delivering consistent, high-quality service while meeting performance metrics.

Qualifications

• Strong written and communication skills to converse effectively with Card Members.
• Resilience to manage a steady stream of calls while meeting metrics.
• Ability to show humility and empathy on every call.
• Technical savvy to navigate multiple computer systems quickly and accurately.
• Integrity to protect sensitive Card Member information and comply with guidelines.
• Driven to deliver the best experience with timeliness and reliability.

Responsibilities

• Handle high volume inbound calls and address customer inquiries.
• Understand customer needs and offer personalized solutions.
• Promote card member benefits and relevant product offers.
• Recommend products or enrollments to deepen loyalty.
• Develop selling skills to solidify customer relationships.
• Address account inquiries and update information as needed.
• Meet or exceed performance, quality, and compliance targets.

Skills

Strong written and communication

Resilience

Empathy and humility

Technical savvy

Integrity and compliance

Customer-first mindset

Job description

Job Description:

Provide exceptional customer service by handling high volume of calls and addressing customer inquiries. Understand customer needs, offer personalized solutions and promote card member benefits. Make relevant product recommendations to enhance customer engagement and loyalty.

Responsibilities

• Utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to success.
• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
• Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
• Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Qualifications

Minimum Qualifications:

• Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics and remain positive through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• Driven to please by providing the ultimate experience for our Card Members on every interaction. - Timeliness and reliability.
  

Preferred Qualifications:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
• Customer service and consultative sales environment experience preferred. - Passion for consultative sales, recommending products or solutions tailored to each customer.
• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.

Additional Requirements:

• Flexibility to work anytime in US hours, including weekends.
• Hybrid Environment- on site expectation 3 days/week.
• Workplace Flexibility: Full time.
  

Shift flexibility requirements - American Express offers a fantastic and diverse working environment.

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

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)