Customer Service Associate

3 days ago

Gurgaon, Haryana, India American Express Full time ₹ 2,50,000 - ₹ 7,50,000 per year

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?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure.

How will you make an impact in this role?

Fraud Chat (Global Fraud) – Blended profile

  • Visualize & simplify end to end card member experience
  • Enable & drive process improvement based on voice of customer feedback
  • Strive to Customer First Resolution (CFR) and reduce bad demand
  • Comprehend & Respond to all Customer Queries (Through Chat or Phone, as required) with Immediate Resolution (Real Time) to ensure Customer Satisfaction
  • Deliver to all the key metrics as per organizational goals
  • Adhere to Quality and Compliance Guidelines
  • Adaptable & Customer Centric Approach to situations to deliver superior service personalization & Empathy in Communication
  • Able to address 2-3 conversations simultaneously

Minimum Qualifications

  • Graduates/ Under-graduates with 1-7 years of experience in customer service domain
  • Versant 4 Skills (Voice) & Above (57 & above)
  • Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability to Toggle Between Screens/Tools
  • Demonstrate personal excellence by remaining positive in difficult situations
  • Display a passion to serve by delivering extraordinary service in every interaction with our customers
  • The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
  • Analytical and problem-solving skills with strong attention to detail

Preferred Qualifications
- Chat Experience is preferred but not mandatory

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.

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