Customer Care – Dispute & Fraud Gate (American Express)| Gurugram | Salary Based on Profile

• American Express is hiring for its Dispute and Fraud Gate (DGT) team within the Global Services Group, supporting Consumer Card Members through customer-care interactions. The role focuses on resolving account queries, delivering first-contact resolution and maintaining strong customer-service, quality and compliance standards.

Job Highlights

• Company: American Express
• Role: Customer Care – Dispute & Fraud Gate
• Process: Consumer Card Member Servicing
• Experience: Minimum 1 Year in International Voice Process
• Qualification: Minimum 10+2
• Preferred Qualification: Graduate in Any Stream
• Shift: 24/7 Rotational Shifts
• Weekend Working: Required as per Shift Schedule
• Salary: Based on Profile
• Domain: Customer Service / Disputes & Fraud
• Department: Global Services Group (GSG)

Roles & Responsibilities

• Handle Consumer Card Member queries and provide efficient customer-service solutions.
• Deliver high-quality customer care while responding to questions related to customer accounts.
• Understand customer concerns, take quick decisions and provide appropriate resolutions.
• Work toward providing the best possible solution and First Contact Resolution (FCR).
• Build and strengthen customer relationships through professional interactions and tailored solutions.
• Document necessary account information accurately and maintain appropriate customer records.
• Follow established procedures while handling customer queries and account-related concerns.
• Meet defined customer satisfaction, effectiveness, efficiency and quality performance goals.
• Highlight recurring customer issues and provide feedback on workflows, procedures and service levels.
• Maintain strict adherence to quality, compliance and customer-service guidelines.

Qualifications & Eligibility

• Minimum educational qualification of 10+2 in any stream is required.
• Minimum 1 year of International Voice Process experience is mandatory.
• Candidates must be comfortable working in a 24/7 shift environment.
• Flexibility to work rotational shifts and weekends is required.
• Candidates should be able to make quick decisions while handling customer inquiries.
• Strong customer-service and call-handling capabilities are required.
• Applicants should be able to work in a fast-paced and structured customer-care environment.
• Successful completion of background verification is required for employment.

Required Skills

• International Voice Process
• Customer Service
• Consumer Card Servicing
• Customer Query Resolution
• Call Handling
• First Contact Resolution (FCR)
• Customer Relationship Management
• Account Query Handling
• Decision Making
• Customer Satisfaction
• Quality Compliance
• Documentation
• Problem Solving
• Customer Communication

Preferred Skills

• Graduate in any stream
• Excellent communication skills
• Strong customer-handling abilities
• Ability to provide tailored customer solutions
• Ability to work effectively in a fast-paced customer-care environment

Compensation & Benefits

• Salary: Based on Profile
• Competitive Base Salary
• Bonus Incentives
• Financial Well-Being & Retirement Support
• Medical, Dental, Vision, Life Insurance & Disability Benefits, depending on location
• Flexible Working Model depending on role and business requirements
• Paid Parental Leave, depending on location
• Access to On-Site Wellness Centers, depending on location
• Confidential Counseling Support through the Healthy Minds Program
• Career Development & Training Opportunities