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.
Role Responsibilities:
Utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to succes s.
What would you do every day as a Customer Care Professional
- Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
- Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
- Utilize your service oriented personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
- Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
- Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
- Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, customer performance metrics.
Minimum Qualifications:
- Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
- Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.
- Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
- Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
- Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
- Driven to please by providing the ultimate experience for our Card Members on every interaction.
- Timeliness and reliability
Preferred Skills:
- Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
- Customer service and consultative sales environment experience preferred.
- Passion for consultative sales, recommending products or solutions tailored to each customer.
- Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end
Additional Requirements:
- Flexibility to work anytime in US hours, including weekends
- Hybrid Environment- on site expectation 3 days/week
- Workplace Flexibility: Full time. Shift flexibility requirements.
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
