Overview
customer care professional (hybrid - advanced english) role at american express. This position supports customer care operations in a hybrid environment and requires advanced english proficiency.
role & responsibilities
* 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, and customer performance metrics.
minimum qualifications
* strong written and communication skills to converse effectively and naturally in english and spanish with 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 show humility and care and appreciation through emotional acknowledgment of customer queries and 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 provide 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 from monday to sunday anytime between 6:00 am and 12:00 am.
* 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.
we back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones’ physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
* 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
offer of employment with american express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
details
* seniority level: entry level
* employment type: full-time
* job function: other
referrals increase your chances of interviewing at american express by 2x
#j-18808-ljbffr