Customer Service Executive

AMERICAN EXPRESS; Gurugram District; On-site; INR 250,000 - 450,000; Full time

Job summary

American Express is hiring for a customer service role in India. The candidate will handle calls from consumer card members, resolve queries, and follow established procedures while offering suitable benefits and maintaining compliance.

The position requires freshers or up to 11 months of experience, graduation completion within five years, and a background free of government-funded apprenticeships. A hybrid work environment is mentioned.

Qualifications

• Freshers or candidates with up to 11 months of experience in delivering high quality customer service within the customer service domain are eligible to apply.
• Applicants are eligible to apply within five years of completing their graduation.
• Candidates must not have previously completed any government funded apprenticeship programs.
• Individuals who have already registered for a technical course under NATS (National Apprenticeship Training Scheme) are not eligible for re-enrollment.
• Candidates must have completed their graduation from an AICTE/UGC Recognized university.

Responsibilities

• Provide Superior Customer Experience on Calls to Consumer Card Members
• Resolve all Customer Queries and follow Established Procedures as Appropriate
• Identify the Mood, Profile & Need of the Customer and offer the best suited benefits/products
• Adherence to Quality and Compliance Guidelines and take quick decisions
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals and provide feedback for workflow improvements
• Excellent Verbal Communication and Strong Interpersonal Skills

Skills

Customer service

Communication skills

MS Office

Teamwork

Problem solving

Education

Graduation degree

Tools

MS Office

Job description

Description - External

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. As part of Team Amex, you'll experience this 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.
Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• 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
• To identify the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines
• 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
• Previous sales while providing top notch customer service background Strong Interpersonal, Communication and Listening Skills
• Excellent Verbal Communication

Preferred Qualifications:

• Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations
• Demonstrated Dependability/Self Motivating Skills. Change Management Ability
• Demonstrated Ability to Work effectively within a Team Environment as well as independently
• Proven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)
• 24/7 & Rotational shifts including night shifts
• Hybrid environment
• Strong Interpersonal Communication and Comprehension Skills

Minimum Qualifications:

• Freshers or candidates with up to 11 months of experience in delivering high quality customer service within the customer service domain are eligible to apply.
• Applicants are eligible to apply within five years of completing their graduation.
• Candidates must not have previously completed any government funded apprenticeship programs.
• Individuals who have already registered for a technical course under NATS (National Apprenticeship Training Scheme) are not eligible for re-enrollment.
• Candidates must have completed their graduation from an AICTE/UGC Recognized university.

Compliance Language

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.