Customer Care Professional - UK Servicing

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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.

• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment.

• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.

• Address customer inquiries and issues in a timely and accurate fashion.

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.

• Indulge in recognizing our customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.

• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.

• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.

• Meet and exceed performance goals that include customer satisfaction, sales, collections, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

Minimum Qualifications:

• At least Senior High School Graduate for new curriculum; at least college level for old curriculum

• At least 1 year’s customer service experience in a BPO environment, with CSAT/NPS as a metric

• Should be currently taking inbound calls

• CSAT/NPS experience should be within the past 6 months

• Banking and financial experience should be within the last 6 months

Preferred Qualifications:

• Strong Customer Service experience highly preferred

• Demonstrate personal excellence by remaining positive in difficult situations

• Display a passion to serve by delivering outstanding service in every interaction with our customers

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers

• Strong interpersonal, communication, verbal and written skills

• Assertiveness to handle difficult conversations

• Excellent negotiation, influencing and resourcefulness skills

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail

• Confidence to work in a hybrid environment

Additional Requirements:

• The Company works 24*7 and as such our colleagues work in shifts to always provide coverage to Customers. Flexibility to work in different shifts at any time, including weekends as per business needs (dependent on operational hours) is an additional requirement

• Hybrid Environment - Need to be able to work in the office a minimum of 3 days a week, the same is subject to change as per business requirements and Company policy

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace 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 / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).