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. As part of Team Amex, you'll experience this 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.
How will you make an impact in this role?
Our mission is to give our Card Members a level of service that goes above and beyond their expectations, every day. We aim to be advocates for our customers; designing creative solutions that meet their needs and have a meaningful impact on their lives.
Our Customer Care Professionals are essential to our business and brand reputation through the delivery of extraordinary service to our card holders. They play a vital role in ensuring that American Express continues to remain a premium brand through exceptional service and satisfied customers.
About the role
Our Customer Care Professionals deliver world-class customer service, while responding to Customer inquiries and concerns via phone. They:
- Understand card members current and future needs, providing first contact resolution and negotiating a positive outcome for both the customer and American Express
- Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
- Meet and exceed quality goals, compliance regulations and productivity targets
- Navigate computer systems and applications to service our customers, and enable them to get the most from our online and mobile platforms
- Document necessary information, such as payment details, customers change of details, change of address and travel notifications
Skills & Experience
Your goal is to drive loyalty and profitability, and conversation is key to achieving our high-performance targets in customer and shareholder metrics. As a Customer Care Professional, you will display:
- Passion to serve by delivering outstanding service in every customer interaction
- Personal excellence and assertiveness by remaining positive in difficult situations
- Resilience to work in a fast-paced and dynamic environment with the ability to multitask, using multiple systems and digital tools to service our customers
- Interpersonal, communication and written skills
- Negotiation, influencing and resourceful ability
- Analytical and problem-solving skills, and strong attention to detail
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.