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Customer Care Professional - American Express
xpatjobs | Location:Taguig , Metro Manila
| Country:Philippines
| You Lead the Way. Weve Got Your Back.#6th in Great Place to Works Best Workplaces List in the Philippines for 2023#6th in Great Place to Works Best Workplaces List in the Philippines for IT-BPM for 2023#10th in Fortune Magazines 2023 Worlds Most Admired Companies#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card IssuersWith 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold ourand powerful backing promise to provide the worlds best customer experience every day. And well 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.As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.Find your place in service on #TeamAmex.Role & 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 tenureAdd value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyaltyUtilize 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 informationUse tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolutionMeet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.Preferred Skills:Bachelor''s degree preferredPassion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skillsCustomer service and consultative sales environment experience preferredPassion for consultative sales, recommending products or solutions tailored to each customerResilience 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 situationsAbility to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to endMinimum Qualifications:At least College Level bachelors degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/UndergraduateAt 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).Employed candidates are preferred, while we are open to considering unemployed candidates, the ideal would have a maximum of 6 months unemployment from the target start date. Additional Details:Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, TaguigWorkplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)Work From Home Requirements:Must have at least 25 mbps internet connection plan / speedMust have a private & quiet area to work at homeAmerican Express offers a fantastic and diverse working environment. |
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