Customer Care Professional (American Express)| Gurugram | Salary Based on Profile

American Express is hiring for its Commercial Servicing Network, where Customer Care Professionals support Card Members through chat and phone interactions. The role focuses on personalized customer service, consultative solutions, customer engagement and compliance in a fast-paced 24/7 servicing environment.

Job Highlights

• Company: American Express
• Role: Customer Care Professional
• Process: Commercial Servicing Network
• Support Channels: Chat / Phone, as required
• Qualification: Bachelor’s Degree
• Work Mode: Hybrid / Minimum 3 Days Work From Office Per Week
• Shift: 24/7 Shift Environment
• Salary: Based on Profile
• Domain: Customer Care / Card Member Servicing
• Chat Concurrency: 2–3 Simultaneous Chat Conversations
• Career Development: Training & Development Opportunities

Roles & Responsibilities

• Deliver high-quality customer service through chat or phone in a fast-paced and structured customer-care environment.
• Manage 2–3 customer chat conversations simultaneously while maintaining service quality.
• Consult with Card Members to understand their individual requirements and provide personalized solutions.
• Reinforce relevant card-membership benefits to support customer engagement.
• Build strong customer connections through care, empathy and effective communication.
• Handle customer objections and provide appropriate solutions based on individual requirements.
• Meet performance goals covering customer satisfaction, consultative sales, handling time and schedule adherence.
• Follow applicable compliance regulations while servicing Card Members.
• Handle customer information with a high level of integrity and confidentiality.
• Analyze customer concerns and work toward effective first-contact resolution.

Qualifications & Eligibility

• Bachelor’s degree is mandatory.
• The difference between graduation completion date and joining date must not exceed 5 years.
• Candidates must not have enrolled in any previous Government Apprenticeship Program.
• Strong attention to detail and accuracy are required.
• Good communication and interpersonal skills are required.
• Candidates should be willing to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality is required.
• Candidates must be comfortable working in a 24/7 shift environment.
• Candidates should be available to work from office for a minimum of 3 days per week.
• Applicants should be comfortable handling multiple customer conversations simultaneously.

Required Skills

• Customer Service
• Chat Support
• Voice Support
• Card Member Servicing
• Written Communication
• Verbal Communication
• Active Listening
• Customer Engagement
• Consultative Customer Service
• Problem Solving
• Attention to Detail
• Multitasking
• Customer Satisfaction
• Compliance
• Confidential Data Handling

Preferred Skills

• Computer literacy with the ability to navigate multiple systems and applications simultaneously.
• Strong written and verbal communication skills.
• Ability to communicate clearly and naturally with customers.
• Strong active-listening skills and ability to adapt communication according to the Card Member.
• Problem-solving skills with a focus on first-contact resolution.
• Analytical ability to review customer accounts and identify root causes of issues.
• Ability to provide tailored solutions based on customer requirements.
• Resilience while managing a steady stream of customer interactions.
• Ability to balance customer interactions with multiple performance metrics.
• Ability to toggle efficiently between multiple screens and tools while managing simultaneous queries.

Compensation & Benefits

• Salary: Based on Profile
• Flexible working arrangements depending on role and business requirements.
• Career development opportunities.
• Training opportunities.