Customer Service Analyst – American Express
American Express is hiring a Customer Service Analyst to join its Dispute and Fraud Gate (DGT) team under the Global Services Group (GSG). This role focuses on delivering world-class customer service by efficiently resolving card member queries related to disputes and fraud, while ensuring compliance, quality, and customer satisfaction.
This position operates in a 24/7 shift environment, including weekends, and requires flexibility to support global customers.
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Job Overview
Company: American Express
Location: Gurugram, Haryana, India
Work Mode: Hybrid
Key Responsibilities
Resolve American Express Card Members’ queries efficiently and accurately
Deliver exceptional customer experience through inbound voice support
Handle customer inquiries related to accounts, disputes, and fraud
Take quick, informed decisions to provide effective solutions
Ensure First Call Resolution (FCR) wherever possible
Follow established procedures, quality standards, and compliance guidelines
Maintain accurate documentation of customer interactions and account details
Provide alternative solutions and apply strong call-handling skills
Identify recurring issues and share feedback to improve workflows and service levels
Build strong customer relationships that deliver measurable value
Meet performance metrics related to customer satisfaction, efficiency, and quality
Required Skills & Qualifications
Minimum Qualifications
Minimum 10+2 in any stream
At least 1 year of experience in an International Voice Process
Preferred Qualifications
Graduation in any discipline
Excellent verbal and written communication skills
Ability to work in a fast-paced, structured customer care environment
Work Environment
24/7 rotational shifts
Weekend working required
Hybrid work model (subject to business requirements)
Benefits & Perks
American Express supports your holistic well-being with industry-leading benefits, including:
Competitive base salary
Performance-based bonus incentives
Medical, dental, vision, life, and disability insurance (as applicable)
Retirement and financial well-being support
Flexible working arrangements (hybrid/onsite/virtual)
Generous paid parental leave
Free access to wellness centers (location-dependent)
Confidential mental health support via the Healthy Minds program
Ongoing learning, training, and career development opportunities
Important Notice
Jobs Kripa is not affiliated with American Express.
This job information is shared for informational purposes only.
👉 Always verify details and apply only through the official company career website.
How to Apply
👉 Apply on Official American Express Career Page