**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. **How will you make an impact in this role?** At SBS we cater to Small Business Card Members who use American Express for several exclusive benefits and services. We not only service, we also indulge in value generation to maximize spending. SBS DGT is a specialized inbound customer service skill related to dispute and fraud enquiries. We deliver extraordinary customer service as we help our customers build, grow and succeed in their business. + Provide Superior Customer Experience to Card Members who use American Express products for several exclusive benefits and services in Small, Medium and Large enterprises + We not only service, we also indulge in value generation to maximize spending by identifying the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines + Resolve all customer queries and follow established procedures as appropriate + Provide alternatives and apply Superior Service No with call handling skills to ensure best possible solutions and FCR to Card Members + Deliver to the Customer, Employees 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. Ability to Take Quick Decisions and Respond to Customer Inquiries **Minimum Qualifications** + Undergraduate/Graduate/Postgraduate + Minimum 1 year of experience in contact center domain + Strong interpersonal, communication and listening skills + Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address them + Demonstrated Dependability/Self Motivating Skills. Change Management Ability + Demonstrated Ability to Work effectively within a Team Environment as well as independently + Ability to work in a 24/7 rotational environment + Ability to work in a Hybrid environment **Preferred Qualifications** + Graduates are preferred + Past experience in upselling **Qualifications** We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + Competitive base salaries + Bonus incentives + Support for financial-well-being and retirement + Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + Generous paid parental leave policies (depending on your location) + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities American Express is an equal opportunity employer and makes 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 with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. **Job:** Customer Service **Primary Location:** India-Haryana-Gurugram **Schedule** Full-time **Req ID:** 24018702