Customer Service Associate

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.

How will you make an impact in this role?

• Visualize & simplify end to end card member experience
• Enable & drive process improvement based on voice of customer feedback
• Strive to Customer First Resolution (CFR) and reduce bad demand
• Generate revenue by driving value generation
• Comprehend & Respond to all Customer Queries (Through Chat or Phone, as required) with Immediate Resolution (Real Time) to ensure customer satisfaction
• Deliver to all the key metrics as per organizational goal
• Adhere to Quality and Compliance guidelines
• Adaptable & Customer Centric approach to situations to deliver superior service personalization and empathy in communication
• Able to address 2-3 conversations simultaneously

Skills and Qualifications:

• Graduates/ Under-graduates with 1-7 years of experience in customer service domain (Chat Experience is preferred but not mandatory)
• Typing Speed (30 Words/Minute) with 95% accuracy
• Versant 4 Skills (Voice) – B2 & Above (57 & above)
• Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability to Toggle Between Screens/Tools
• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering extraordinary service in every interaction with our customers
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Analytical and problem-solving skills with strong attention to detail

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 strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.