Customer Service Associate Job in Gurgaon at American Express

Responsibilities of the Candidate:

• Use your customer service skills to support a high volume of inbound calls in a fast-paced, structured environment.
• Deliver exceptional service while focusing on a Customer First mindset.
• Consult with Card Members to understand their needs, provide tailored solutions, and highlight the benefits of card membership.
• Add value through personalized product or benefit recommendations to build engagement and loyalty.
• Address general account inquiries (statements, payments, card replacement, rewards redemption, etc.) and update account details.
• Resolve concerns with first-contact resolution and anticipate future customer needs.
• Meet and exceed performance goals, including sales, quality, compliance, and productivity targets.

Requirements:

• Strong communication skills to build meaningful conversations with Card Members.
• Resilience to manage a continuous flow of calls, meet performance metrics, and stay positive under pressure.
• Ability to show empathy and care through emotional intelligence on every interaction.
• Technical aptitude to multitask across systems and tools with speed and accuracy.
• High integrity in managing sensitive customer data and adhering to compliance guidelines.
• Commitment to providing an exceptional experience on every call.
• Timeliness and reliability.
• Passion for customer service, consultative relationship building, and problem-solving.
• Experience in sales or customer service environments is a plus.
• Ability to adapt communication styles and take ownership of each customer interaction from start to finish.
• Flexibility to work US hours, including weekends.
• Hybrid work model: in-office presence required 3 days per week.
• Full-time role with shift flexibility.
• High performance is recognized with target-driven incentives.