Customer Support Representative - Chat

American Express Company; Gurugram District; Hybrid; INR 300,000 - 540,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Flexible working model

Parental leave

Wellness programs

Job summary

American Express Company is hiring for a Banking Servicing Network role focusing on chat-based customer care. You will handle customer inquiries with a customer-first approach, resolve issues efficiently, and provide seamless end-to-end service across multiple chats.

The role requires reliability for 24x7 operations and strong written communication skills. The position emphasizes adherence to quality and compliance, with opportunities for ongoing coaching and training within a collaborative team

Qualifications

• Graduate degree or higher.
• Chat experience of one year or more preferred.
• Flexible to work in a 24x7 environment.
• Strong interpersonal, communication and writing skills with quick comprehension and clear articulation.
• Typing speed of 25-35 words per minute.

Responsibilities

• Handle banking chat customer care with a focus on customer-first resolution and ownership of inquiries.
• Resolve customer queries and issues to the best of your ability.
• Provide end-to-end customer service via chat servicing with multitasking across conversations.

Skills

Chat experience

Communication skills

Typing speed 25-35 WPM

Team collaboration

Adaptability to change

Education

Graduate and above

Job description

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviours, 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 Banking Servicing Network, we aspire to be the industry benchmark for operational excellence and innovation in banking delivering seamless, secure, and sustainable financial services that elevate the customer experience and power the growth of the companys largest funding source. To this end, as a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day from onboarding a Banking customer to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

• Banking chat customer care professional focus on Customer First Resolution, owning and solving the customers inquiry
• Ensuring we resolve customer queries/issues to the best of our ability
• Ability to comprehend & respond to all customer queries with immediate resolution to ensure customer satisfaction
• Deliver on Employees, Customer and Shareholder metrics as per goals
• Adherence to Quality and Compliance guidelines
• Communicates Effectively and have ability to recognize tone and mood of customer through written communication
• Adaptable & customer centric approach to situations. Deliver superior service through personalization/ empathy in communication
• End to end customer service via chat servicing
• Ability to Address 2-3 conversations simultaneously

Minimum Qualifications

• Graduate and Above

Preferred Qualifications

• Chat Experience of one year or above preferred
• Graduates in any discipline
• Must be flexible to work in 24x7 environment
• Strong interpersonal, communication & writing skills accompanied by quick comprehension & clear articulation
• Adaptable to change and demonstrated ability to work effectively in a team.
• Ability to take independent decision & meet stringent deadlines
• Typing Speed - 25- 35 Words/Minute
• Quick navigation ability, Web savvy, basic troubleshooting knowledge, and multitasking ability (ability to toggle between screens/tools)

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.