Customer Service Associate (Voice)

AMERICAN EXPRESS; Gurugram District; Hybrid; INR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive base salary

Incentives

Medical benefits

Job summary

American Express invites you to join the Dispute and Fraud Gate team within Global Services Group. This role operates in a 24/7 environment with shifts, including weekends, and requires flexibility.

You will handle card member inquiries, resolve issues, and deliver exceptional service while upholding compliance and quality standards. The ideal candidate has at least a 10+2 education and 1 year of experience in international voice processes, with excellent communication skills.

Qualifications

• Excellent communication skills.
• Graduate in any stream preferred.

Responsibilities

• Solve customer queries and deliver world-class experience.
• Take quick decisions and respond to customer inquiries.
• Provide superior customer care on calls to Card Members.
• Resolve customer queries and follow established procedures as appropriate.
• Highlight issues and recommend workflow improvements based on customer demands.

Skills

Excellent communication

Education

10+2

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, youll learn and grow as we help you create a career journey thats 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?

American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

• To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day
• Ability to Take Quick Decisions and Respond to Customer Inquiries
• Deliver extraordinary customer care by responding to questions concerning
• Provide Superior Customer Experience on Calls to Consumer Card Members
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills
• To Ensure Best Possible Solutions and FCR to Card Members
• Deliver to the Customer, Employees 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
• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
• Grow and nurture customer relationships on every interaction that results in measurable customer value
• Document necessary account information and offer custom solutions that benefit the customer
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Minimum Qualifications

• Minimum 10+2 in any workstream
• Minimum 1 Year experience in International Voice Process

Preferred Qualifications

• Excellent communication skills
• Preferably Graduate in any stream

Compliance Language

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.