Customer Care Professional - US Servicing

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.




• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure




• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty




• Utilize your service oriented personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.




• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information




• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution




• Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Preferred Skills:

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  Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills


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  Customer service and consultative sales environment experience preferred


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  Passion for consultative sales, recommending products or solutions tailored to each customer


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  Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations


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  Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end

Minimum Qualifications:

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  At least College Level bachelor's degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate
  
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  At least 1 year of collective BPO experience
  
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  At least 1 year of collective and predominantly inbound calls experience (with at least 6 months recent relative experience). No maximum experience required.
  
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  At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience).
  
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  Recent unemployment should not be more than 6 months to 1 year and recent work experience should be within theBPOindustry.
  

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  Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
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  Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
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  Work From Home Requirements:
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    Must have at least 25 MBPS internet connection plan / speed
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    Must have a private & quiet area to work at home
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  American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  
  

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  Competitive base salaries
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  Bonus incentives
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  Support for financial-well-being and retirement
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  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
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  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
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  Generous paid parental leave policies (depending on your location)
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  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
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  Free and confidential counseling support through our Healthy Minds program
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  Career development and training opportunities