You Lead the Way. We’ve Got Your Back.
With 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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
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 let's 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 minimum 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
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. 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
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
