Customer Service – Voice/Blended (American Express) | Gurugram |

American Express is hiring candidates for a customer-service role focused on supporting Card Members through high-volume inbound calls. The full-time contractual opportunity combines customer servicing, relationship building and consultative product recommendations in a hybrid work environment.

Job Highlights

• Company: American Express
• Role: Customer Service – Voice/Blended
• Location: Not disclosed
• Qualification: Bachelor’s degree
• Employment Type: Full-Time, temporary/contractual
• Work Mode: Hybrid, with three office days per week
• Shift: US working hours, including weekends
• Salary: Not disclosed
• Experience: Not specified

About the Role

Selected candidates will assist American Express Card Members with general and account-specific enquiries. The position requires strong customer-service skills, responsible handling of sensitive information and the ability to balance servicing, sales, quality, compliance and productivity goals.

Roles and Responsibilities

Handle a high volume of inbound customer calls, understand Card Member requirements, provide personalized solutions, address statement and account enquiries, assist with card replacement and payments, support rewards redemption, update account information, explain membership benefits, recommend relevant products or benefit enrollments, use available tools to achieve first-contact resolution and meet sales, quality, compliance and productivity targets.

Eligibility and Qualifications

• Bachelor’s degree is mandatory
• Candidates should not have previously enrolled in a Government Apprenticeship Program
• Strong spoken and written communication skills
• Good interpersonal abilities
• Attention to detail and accuracy
• Customer-first and solution-focused mindset
• Strong critical-thinking and problem-solving skills
• Ability to handle a steady volume of customer calls
• Able to remain calm and professional during stressful interactions
• Integrity while handling sensitive Card Member information
• Willingness to learn, receive feedback and adapt to new challenges
• Flexibility to work during US hours and weekends

Preferred Skills

• Ability to adjust communication according to different customer personalities
• Ownership of customer calls from beginning to resolution
• Basic proficiency in Microsoft Office applications
• Ability to navigate multiple systems simultaneously
• Basic technical and computer knowledge
• Strong teamwork, reliability and time-management skills
• Commitment to regulatory and organizational codes of conduct

Work Arrangement

• Full-time position
• Hybrid working environment
• Three days per week expected at the office
• Flexibility to work any shift during US operating hours
• Weekend availability required

The exact office location, shift timing and weekly-off pattern should be confirmed during the recruitment process.