Role & responsibilities

- Utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to success.

- Consistently deliver extraordinary service on a high volume of inbound calls in a quick-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.

- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure

- Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.

- Utilize your service oriented personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.

- Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.

- Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.

- Meet and exceed performance goals that include,



but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Preferred candidate profile

- Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.

- Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics and remain positive through change and stressful situations.

- Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.

- Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.

- Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.

- Driven to please by providing the ultimate experience for our Card Members on every interaction.
- Timeliness and reliability.

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