Customer Service Analyst

Role overview

American Express is seeking a Customer Service Analyst to support the Dispute and Fraud Gate (DGT) function within the Global Services Group (GSG). The role is focused on simplifying and centralizing the disputes process so customers receive faster, higher-quality service. This is a 24/7 operation, so the position requires shift work, weekend coverage, and ongoing flexibility.

What you will do

• Handle American Express card member queries promptly and with a strong service mindset.
• Make quick decisions while responding to customer questions and concerns.
• Deliver excellent customer care for consumer card members over calls.
• Work through customer issues by following the approved process and handling procedures.
• Offer suitable alternatives and maintain strong call-handling standards.
• Drive first-contact resolution wherever possible to achieve the best outcome for card members.
• Meet targets linked to customer, employee, and shareholder metrics.
• Share feedback on recurring issues and suggest improvements in workflows, procedures, and service standards.
• Ensure customer needs are met consistently while maintaining service quality.
• Follow quality and compliance requirements at all times.
• Support customers in a fast-paced, structured service environment and handle account-related questions.
• Build stronger customer relationships through every interaction and create measurable customer value.
• Record relevant account details accurately and propose solutions tailored to the customer’s situation.
• Deliver strong results across customer satisfaction, efficiency, effectiveness, and quality.

Qualifications

• Minimum education of 10+2 in any stream.
• At least 1 year of experience in an international voice process.
• Strong communication skills are preferred.
• Graduation in any discipline is preferred.

About American Express

American Express is driven by a long-standing culture of innovation, shared values, and leadership behaviors, with a firm commitment to customers, communities, and colleagues. The company emphasizes trust, security, and service, and combines a strong risk mindset with a focus on delivering differentiated products and world-class support.

Team members are backed with support for holistic well-being and opportunities to build new skills, grow as leaders, and advance their careers. In this role, your ideas and contributions are expected to matter and make a real impact.

Benefits and support

• Competitive base pay.
• Bonus incentives.
• Support for financial wellness and retirement planning.
• Medical, dental, vision, life insurance, and disability coverage, depending on location.
• Flexible working arrangements such as hybrid, onsite, or virtual, depending on role and business needs.
• Paid parental leave, depending on location.
• Access to on-site wellness centers with nurses and doctors, where available.
• Confidential counseling support through the Healthy Minds program.
• Training and career development opportunities.

Additional information

This employer follows equal opportunity hiring practices and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, age, or any other legally protected status.

Employment is subject to successful completion of a background verification check, in line with applicable laws and regulations.

The role is based in Gurugram, Haryana, India.