2022 Customer Care Professional - US Servicing null

About American Express Co. (AMEX) Philippines

At American Express, they strive to live their values in all that they do. They back their colleagues in work and life by prioritizing well-being, fostering an inclusive culture, and supporting and rewarding personal and professional growth every step of the way. 

Your role

• Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
• Build meaningful relationships with their customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the Customer and American Express
• Enhance their customers’ experience by identifying opportunities to offer products based on their Cardmembers’ needs

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Training, development & rotations

Introduction

In today's companies can find a number of approaches to training staff. In contrast to the spontaneous choice of curricula and training, there is systemic training. The purpose of constructing a system of training is to achieve compliance with professional-level employees of a real business objective of the company. One of the most important stages of building such a system is to analyze and identify training needs (Werner, 2009). The purpose of this paper is to explore the training needs in the context of training needs analysis at American Express.

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Compensation & benefits

The incentives may include:

• Medical HMO (Health Insurance)
• Critical Illness Benefits
• Free Confidential Counseling Service
• Parental leave
• Life and Accident Insurance
• Annual Leave
• Retirement Plan
• Onsite Amenities: Wellness Center, Fitness Center, Cafe, Nursing Mother’s Rooms

Career progression

Growing great leaders is one of the things that sets American Express apart. They back their colleagues by providing innovative learning experiences that enable them to build new skills, reach their career goals and develop as leaders at all levels.

Work-life balance

At American Express, they strive to live their values in all that they do. They back their colleagues in work and life by prioritizing well-being, fostering an inclusive culture, and supporting and rewarding personal and professional growth every step of the way. By facing each day with a strong sense of purpose, their colleagues are growing, learning and leading the way together.

Company culture

When you join the company, you will be made to feel welcome. They offer a friendly and respectful environment, and Amex is one of the best institutions to grow with. You will be given the resources and equipment to do your job. The experience and knowledge will teach you a lot about what customer service should be.

Amex has different markets and you will be assigned either in Australia, New Zealand, the UK, or the US time zone. Therefore, it tries to maintain the work-life balance by offering one of the great benefits when working for this company, called Amex Flex.

It is the working model that provides employees with greater flexibility while still preserving the aspects of in-person culture. Depending on business needs and the role, you can either work onsite, fully virtual or in a hybrid work setup (a mix of virtual and in-office days).

About you

• Should have a minimum of 1-year relevant CSAT/NPS experience. Should have at least a year of voice account experience from the most recent company joined (U.S. customer service)
• Premium customer service experience (preferably in BFSI, additional billing experience also helpful) and/or sales experience with a passion for building customer loyalty through exceptional listening and relationship building
• Sales experience (Value generation / consultative selling)
• Successful in a previous job (high performer)
• Must have been measured on Customer VOC (Voice of Customer) and AHT (Average Handling Time) from the most recent company joined
• Bachelor’s degree, associate degree, and college undergrads may apply

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How to apply 

To apply for this position, simply click the “Apply” button on this page.

Source/s:

• americanexpress.com
• glassdoor.com
• researchomatic.com