You Lead the Way. Weve Got Your Back
At American Express, we believe that with the right support, individuals and businesses can achieve great things. Our colleagues are the driving force behind our mission to deliver an exceptional customer experience, and we're proud to back each other every step of the way. As a member of our diverse community of over 60,000 colleagues worldwide, you'll be part of a team that's constantly pushing boundaries and redefining what's possible.
About Global Service Group (GSG)
GSG is a critical component of American Express, delivering extraordinary customer care to Card Members, merchants, and commercial clients around the world. Our organization is also home to several shared services that power American Express, including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. As a Customer Service Analyst in GSG, you'll have the opportunity to bring our brand to life for our customers and colleagues, helping to build on Amex's reputation for trust, security, and service.
Job Description: Customer Service Analyst
As a Customer Service Analyst, you'll be the primary point of contact for our customers, providing timely and comprehensive solutions to their queries. Your role will be critical in ensuring customer satisfaction, and you'll have the opportunity to make a real impact on our customers' lives. Here are some of the key responsibilities you'll be expected to perform:
- Respond to customer queries in a timely and comprehensive manner, ensuring customer satisfaction and resolving issues efficiently.
- Deliver to Employees, Customer, and Shareholder metrics as per goals, demonstrating a strong commitment to achieving results.
- Highlight issues through feedback and recommend changes in workflows, procedures, and service levels to meet customer needs and ensure quality service.
- Adhere to quality and compliance guidelines, ensuring that our customers receive the highest level of service.
- Support new initiatives in the directorate, demonstrating a willingness to adapt and evolve in a fast-paced environment.
- Balance customer interests with the interests of American Express, making decisions that benefit both our customers and the company.
- Communicate effectively, both orally and in writing, to identify and document necessary information.
Qualifications: What We're Looking For
We're looking for talented individuals with a passion for delivering exceptional customer service. Here are some of the essential qualifications and skills we're looking for:
- 1 to 6 years of total experience in customer service or contact center domain (freshers with relevant skills are welcome to apply).
- Excellent verbal and written communication skills, with a customer-focused approach and a strong ability to resolve customer issues.
- Analytical mind and attention to detail, with the ability to analyze data and make informed decisions.
- High level of customer sensitivity, commitment, and service orientation, with a passion for delivering exceptional customer experiences.
- Knowledge of Amex products is desirable, but not essential - we're willing to train the right candidate.
- High result orientation, with the ability to meet stringent deadlines and achieve results.
- Ability to take independent decisions and work with minimal supervision.
- Language: English (proficiency in other languages is a plus).
- Performance rating of G2L2 or better in the last review (for internal candidates).
- Calling experience is preferred, but not essential.
- Standard MS Office exposure is required.
What We Offer: Career Growth and Development
At American Express, we're committed to helping our colleagues grow and develop in their careers. As a Customer Service Analyst, you'll have the opportunity to:
- Develop your skills and expertise in a fast-paced and dynamic environment.
- Take on new challenges and responsibilities, with opportunities for career advancement.
- Work with a diverse and talented team, with opportunities for networking and collaboration.
- Participate in training and development programs, designed to help you succeed in your role.
Work Environment and Company Culture
At American Express, we're proud of our unique culture and work environment. Here are some highlights:
- Amex Flex: our enterprise working model that provides greater flexibility to colleagues, while preserving the important aspects of our in-person culture.
- 24*7 environment: be prepared to work in a fast-paced and dynamic environment, with opportunities to work varying shifts.
- Diverse and inclusive community: join a community of over 60,000 colleagues worldwide, with a culture that values diversity and inclusion.
Compensation, Perks, and Benefits
At American Express, we offer a comprehensive compensation and benefits package, including:
- Competitive salary and benefits.
- Opportunities for career advancement and professional growth.
- Comprehensive training and development programs.
- A range of perks and benefits, including health and wellness programs, employee discounts, and more.
Equal Opportunities and Background Verification
American Express is an equal opportunity employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Join #TeamAmex Today!
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you. Apply now to join our team as a Customer Service Analyst and start your journey with American Express.
Apply Now