Description - External

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. From delivering differentiated products to providing world-class customer service, we operate with a robust risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. 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?

The Global Customer Research and Solution team is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers in respect to RBI Guidelines as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.

Our Complaints Analysts are responsible for thoroughly investigating all sides of a complaint,



speaking to customers to fully understand every aspect of the problem. Youll explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings in writing and via telephone.

The role will be very varied, and successful applicants will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box including Consumer, Commercial and Merchant. As such, an inquisitive mind and a self-starting attitude is a pre-requisite.

Responsibilities:
- Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with RBI Guidelines and Principles
- Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email, and letter to repair and strengthen the relati

📌 Customer Service Representative (Gurugram)
🏢 American Express
📍 Gurugram