American Express

Customer Service Analyst T2-II

Posted On

March 12, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

April 27, 2025

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

Customer Fulfillment Network Commercial is part of GSG Group Servicing Corporate clients across the globe in maintain, modifying their corporate account hierarchies and ensuring best of class Customer service, quality focusing on first call resolution to all client Enquiries. This role involves interacting with corporate clients (Program Administrators, Account Managers):

Ensuring that metrics such as Quality, Compliance & Productivity are met
Adherence to schedule (attendance, start/finish time, breaks)
Take ownership of the email/issue and resolve to customer’s expectations to deepen relationship and achieve highest level of customer satisfaction
Understand, determine and anticipate customer needs and present solutions as appropriate
Ensure all actions and requests are attended to within the service level agreements
Escalate unresolved issues to senior representative or team leader
Maintain a positive and effective work environment
Observe privacy act at all times when dealing with customers.
Actively uphold the blue box values by not engaging in acts that do not support our corporate objectives to improve all areas of the service profit chain.
Support changes that will be implemented out of business needs, adjustments to company policies, process
Liaise with other AmEx business units and develop relationship networking for the long-term benefit of the client
Actively uphold the blue box values

Minimum Qualifications:

Should be self-driven and highly motivated
Candidate must see work with primary sense of servicing our customers with first interaction resolution
Should have niche communication skills both Oral and written
Understand Amex values and business ethics
Experience of Customer Service, Corporate Services and client management is preferred

Preferred Qualifications

Graduate in any stream from renowned University
Strong organizational skills and ability to work as part of a team to achieve goals
Proven experience with negotiating/problem solving
Ability to work within a busy and demanding team environment
Commitment to the highest level of customer service
Analytical and problem-solving skills
Ability to identify and act on issues which may impact this corporate client
Ability to manage own priorities
Strong knowledge of PC based software including MSOffice and Outlook

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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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