American Express Hiring Customer Service Associate (Gurugram) | Hybrid

Job Description

Provide exceptional customer service by handling a high volume of calls and addressing customer inquiries. Understand customer needs, offer personalized solutions and promote card member benefits. Recommend relevant products to strengthen customer engagement and loyalty.

Key Responsibilities

• Use your skills, experience and passion for customer service to help your team and its business partners succeed.
• Consistently deliver outstanding service on a high volume of inbound calls in a fast-paced, structured customer care environment with a strong focus on a Customer First mentality.
• Consult with Card Members to understand their needs and create unique, personal solutions, while reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for customers through relevant recommendations of product offers and benefit enrollments that deepen engagement and loyalty.
• Use your service-oriented personality to develop key selling skills that optimize and strengthen the customer relationship.
• Handle general and account-specific inquiries, such as statement questions, card replacement, payments, rewards redemption, and updates to account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, with a commitment to first point of contact resolution.
• Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, productivity targets and customer performance metrics.

Qualifications

Minimum Qualifications:

• Strong written and verbal communication skills to converse effectively and naturally with Card Members.
• Resilience to manage a steady stream of customer calls, balance performance across several metrics, and stay positive through change and stressful situations.
• Humility and care, showing appreciation through emotional acknowledgement of customer queries on each call.
• Technical aptitude to multi-task and move through several computer systems and applications with speed and accuracy.
• Integrity to handle sensitive Card Member information and follow all regulatory and compliance guidelines for servicing and sales.
• Commitment to providing an excellent experience on every interaction, with timeliness and reliability.

Preferred Qualifications:

• Passion for building customer loyalty through strong listening, consultative relationship building, resourcefulness and problem-solving.
• Experience in customer service and consultative sales environments is preferred.
• Ability to adapt communication style to a wide range of personalities and situations, and to take ownership of each call from start to finish.

Additional Requirements:

• Flexibility to work any time in US hours, including weekends.
• Hybrid environment with on-site presence expected 3 days per week.
• Full-time schedule.

About the Company

American Express builds its culture on a 175-year history of innovation, shared values and Leadership Behaviors, and a commitment to customers, communities and colleagues. The company operates with a strong risk mindset to uphold its brand promise of trust, security and service.

As part of Team Amex, employees receive comprehensive support for their holistic well-being and many opportunities to learn new skills, develop as leaders and grow their careers. Your voice and ideas matter, and your work makes an impact.