Customer Service Associate

You Lead the Way. We ve Got Your Back.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

The Customer Engagement Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to our Card Members around the world. Our dedicated care professionals and partners strive to treat every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships.

Job Responsibilities:

• Consistently deliver extraordinary service (through chat or phone, as required, ) whilst in a fast-paced, structured, customer care environment.
• Able to address 2-3 Chat conversations simultaneously.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
• Develop key consulting skills, including building a human connection with customers through care and empathy, handling objections, and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
• Maintain a high level of integrity to work with customer information and meet compliance requirements.

Minimum Qualifications:

• Graduates/Undergraduates with m inimum of 1 year customer service experience, previous Chat experience strongly preferred.
• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Member s communication style.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Proven analytical skills to analyze customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction
• Resilience is needed to efficiently manage a steady stream of customer interactions, while balancing performance to meet a variety of metrics.
• Ability to multitask and answer multiple Card Member queries simultaneously, while toggling between screens/tools , without becoming overwhelmed

Benefits include:

• 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