Job Description

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.

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.

Qualifications

Minimum Qualifications:

• Bachelor's degree
• Not more than 5 years of difference between highest education degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• 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 analyse 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

Preferred Qualifications:

• Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
• Resilience needed to efficiently manage a steady stream of customer chats, while balancing performance to meet a variety of metrics and remain positive through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each chat.
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing practices.
• Timeliness and reliability.

Additional Requirements:

• Flexibility to work anytime in US hours (24*7 rotational shifts), including weekends.
• Hybrid Environment- on site expectation 3 days/week.
• Workplace Flexibility: Full time. Shift flexibility requirements.
• American Express offers a fantastic and diverse working environment.

Compliance Language

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:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities

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.