Senior Customer Service Associate (Voice, Upselling)

American Express Company; Gurugram District; Hybrid; INR 279,000 - 502,000; Full time

Benefits offered by this job

Well-being support

Career growth opportunities

Target-driven incentives

Job summary

American Express is seeking a Customer Service Associate to join our team in a hybrid environment. You will handle a high volume of inbound calls, tailor solutions for Card Members, and drive loyalty by delivering exceptional service and product offers.

Flexible to work US hours, on-site 3 days per week, full-time position. You will be evaluated on sales, quality, compliance, and productivity, with comprehensive support for your well-being and career growth.

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 care in handling queries.
• Tech-savvy to navigate multiple systems quickly and accurately.
• Integrity to protect Card Member information within compliance guidelines.
• Driven to deliver the ultimate experience on every interaction.
• Timeliness and reliability on every shift.

Responsibilities

• Handle a high volume of inbound calls and customer inquiries.
• Consult with Card Members to understand needs and tailor solutions.
• Promote product offers and enroll benefits to deepen engagement.
• Aim for first-contact resolution and meet performance metrics.

Skills

Customer service

Communication

Resilience

Empathy

Technical savvy

Integrity

Punctuality

Job description

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.

How will you make an impact in this role?

• 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.

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. High performance is rewarded with target driven incentives

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.