Customer Service Analyst

Responsibilities

• Solve Card Member queries efficiently to provide a world-class customer experience
• Respond to customer inquiries and take quick decisions in a fast-paced environment
• Deliver extraordinary customer care via phone calls to consumer Card Members
• Resolve customer queries following established procedures and quality guidelines
• Ensure First Call Resolution (FCR) and meet customer, employee, and shareholder metrics
• Document necessary account information and offer custom solutions to customers
• Highlight workflow or procedure issues through feedback to improve service levels
• Adhere to all quality and compliance guidelines during every interaction

Requirements

• Minimum 10+2 education in any workstream
• Minimum 1 year of experience in an International Voice Process
• Ability to work in a 24/7 environment, including shifts and weekends

Preferred Qualifications

• Excellent communication skills
• Graduate degree in any stream

Benefits

• Competitive base salaries and bonus incentives
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid arrangements
• Support for financial well-being and retirement
• Generous paid parental leave policies
• Career development and training opportunities
• Access to global on-site wellness centers and confidential counseling support

About the Company

American Express is a global leader dedicated to providing the world’s best customer experience. Our culture is built on a 175-year history of innovation, shared values, and an unwavering commitment to backing our customers, communities, and colleagues.