American Express

Customer Service Analyst

Posted On

Jan. 28, 2026

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Feb. 15, 2026

Job Description

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. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. 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?

American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day
Ability to Take Quick Decisions and Respond to Customer Inquiries
Deliver extraordinary customer care by responding to questions concerning
Provide Superior Customer Experience on Calls to Consumer Card Members
Resolve all Customer Queries and Follow Established Procedures as Appropriate
Provide alternatives and apply Superior Service No, Call Handling Skills
To Ensure Best Possible Solutions and FCR to Card Members
Deliver to the Customer, Employees and Shareholder Metrics as per Goals
Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
To Meet Their Needs and Ensure Quality Service is given at all times
Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
Grow and nurture customer relationships on every interaction that results in measurable customer value
Document necessary account information and offer custom solutions that benefit the customer
Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Minimum Qualifications

Minimum 10+2 in any workstream
Minimum 1 Year experience in International Voice Process

Preferred Qualifications

Excellent communication skills
Preferably Graduate in any stream

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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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