Customer Care Professional – US Servicing

• Career Area: Customer Service and Travel

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Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success.

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.

Qualifications

Minimum Qualifications:

• At least College Level – bachelor’s degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate

• At least 1 year of collective BPO experience

• At least 1 year of collective and predominantly inbound calls experience (with at least 6 months recent relative experience). No maximum experience required.

• At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience).

• Recent unemployment should not be more  than 6 months to 1 year and recent work experience should be within the BPO industry.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.