You Lead the Way. We’ve Got Your Back

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Job Description:
• * Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
• * Deliver to the Employees, Customer 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.
• * Support any new initiatives in the directorate.
• * Balance customer interests with the interests of American Express.
• * Communicates effectively, oral and written to identify and document necessary information.
• Qualifications:
• * We are hiring candidates with 1 to 6 years of total experience - customer service or contact center domain preferred.
• * Excellent Verbal and Written Communication - Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations.
• * Analytical mind & attention to detail.
• * High level of Customer sensitivity, commitment & service orientation.
• * Amex product knowledge desirable
• * High result orientation.
• * Ability to take independent decision & meet stringent deadlines.
• * Language: English
• * The incumbent should have a performance rating of G2L2 or better in the last review.
• * Colleague with Calling experience are preferred
• * Must have standard MS Office exposure
• * Shift Timings - 24*7 environment
• American Express is an equal opportunity employer and makes employment decisions without regard to race, colour, religion, sex, ****** 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