Customer Service Associate

American Express; Gurugram District; Hybrid; INR 4,011,000 - 6,113,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Healthcare benefits

Job summary

American Express is seeking a customer service professional to handle a high volume of calls, understand customer needs, and promote card member benefits to drive engagement. You will tailor personalized solutions, present relevant product offers, and strengthen loyalty while maintaining accurate account information and complying with regulatory guidelines.

The role requires resilient communication, multi-system navigation, and a flexible hybrid work model with on-site three days per week and

Qualifications

• Strong written and communication skills to converse effectively with card members and deepen relationships.
• Resilience to manage a steady stream of calls and meet a variety of metrics.
• Ability to show empathy and appreciation in responses on each call.
• Technical savvy to multi-task and navigate multiple computer systems.
• Integrity to protect card member information and comply with regulatory guidelines.

Responsibilities

• Handle a high volume of inbound calls with a focus on first contact resolution.
• Understand customer needs and offer personalized solutions.
• Promote card member benefits and enrollments to deepen engagement.
• Provide product recommendations to strengthen loyalty and engagement.
• Maintain accurate customer account information and comply with policies.

Skills

Communication skills

Customer empathy

Resilience under pressure

Multi-system navigation

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.

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.

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 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.