Description
The Customer Engagement Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to our Card Members around the world. Our dedicated customer care professionals and partners strive to treat every servicing interaction via chat/phone as an opportunity to put the customer first, add meaningful value, and deepen relationships.

Responsibilities
Job Responsibilities:
- Consistently deliver extraordinary service (through chat/ phone, as required,) whilst in a fast-paced, structured, customer care environment.
- Able to address 2-3 Chat conversations simultaneously.
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the perks of card membership that deepen customer engagement.
- Develop key consulting skills, including building a human connection with customers through care and empathy, handling objections, and providing end to end solutions.




- Meet and exceed performance goals that include customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
- Maintain a high level of integrity to work with customer information and meet compliance requirements.

Qualifications
Minimum Qualifications:
- Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
- Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Member’s communication style.
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Proven analytical skills to analyse customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction
- R

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