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Customer Service Analyst

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American Express

9d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development

AI generated summary

  • You need 1-6 years in customer service, strong communication skills, analytical mindset, Amex knowledge preferred, ability to make decisions, MS Office skills, and flexibility for 24/7 shifts.
  • You will respond to customer queries, monitor metrics, recommend workflow changes, ensure quality compliance, support initiatives, balance interests, and communicate effectively.

Requirements

  • We are hiring Graduates/Undergraduates with 1- 6 years of experience in customer service or contact center domain.
  • Excellent Verbal Communication. - Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations
  • Analytical mind & attention to detail.
  • High level of Customer sensitivity, commitment & service orientation.
  • Amex product knowledge desirable
  • High result orientation.
  • Ability to take independent decision & meet stringent deadlines. Language: English
  • Colleague with Calling experience are preferred
  • Must have standard MS Office exposure
  • Shift Timings - 24*7 environment

Responsibilities

  • Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
  • Deliver to the Employees, Customer and Shareholder metrics as per goals.
  • Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.
  • Adherence to quality and compliance guidelines.
  • Support any new initiatives in the directorate.
  • Balance customer interests with the interests of American Express.
  • Communicates effectively, oral and written to identify and document necessary information.

FAQs

What is the primary responsibility of a Customer Service Analyst at American Express?

The primary responsibility is to respond to customer queries in a timely and comprehensive manner to ensure customer satisfaction while delivering against employee, customer, and shareholder metrics.

What qualifications are required for this position?

Candidates must be graduates or undergraduates with 1-6 years of experience in customer service or the contact center domain, along with excellent verbal communication skills and a customer-focused mindset.

Are there any preferred skills for applicants?

Yes, preferred skills include having calling experience, standard MS Office exposure, and an understanding of Amex products.

What kind of work environment can I expect?

The position operates in a 24/7 environment, which may require flexible shift timings.

Is training provided for new hires?

Yes, training and support are part of the onboarding process to help new hires learn about the company's products and customer service expectations.

Does American Express offer career growth opportunities?

Yes, American Express is committed to helping employees learn and grow, offering various programs and benefits to support personal and professional development.

How does American Express ensure a diverse and inclusive workplace?

American Express values diversity and 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 protected status.

What is the procedure for applying to this position?

Interested candidates can apply through the American Express careers website, where they will need to submit their resume and cover letter.

Will I receive support in balancing customer interests with the company's interests?

Yes, part of the role involves balancing customer interests with American Express’s interests, and support is provided to achieve this.

Is a background verification check required for employment?

Yes, an offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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American Express

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.