Customer Care Professional null

Your role

Utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to success.

What would you do every day as a Customer Care Professional? 

• Consistently deliver extraordinary service on a high volume of inbound calls or chats 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, reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for the 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 the brand.
• Address general and account-specific customer inquiries- statement inquiries, card replacement, payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in the 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.

About you

To qualify for the job, you must have the following qualifications:

• Bachelor’s Degree.
• Fresh graduates are welcome to apply. 
• Strong written and communication skills to converse effectively and naturally with the Card Members to deepen client relationships and drive satisfaction.
• Ability to showcase humility and show care and appreciation by emotionally acknowledging the customer queries/situations on each call.
• 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 and sales practices
• Driven to please by providing the ultimate experience for the Card Members on every interaction.
• Timeliness and reliability.

Required Skills:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and problem-solving skills.
• Passion for consultative sales, recommending products or solutions tailored to each customer.
• 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.
• 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.

Additional Details: 

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig.
• Workplace Flexibility: Full-time. Must be amenable to following a hybrid work arrangement (on-site and work-from-home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan/speed.
  • Must have a private & quiet area to work at home.

Benefits

They back their colleagues and their loved ones with benefits and programs that support their holistic well-being. That means they 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 the Healthy Minds program. 
• Career development and training opportunities.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target-driven incentives.

Training & development

American Express places a strong emphasis on employee training and development, offering a variety of programs to support personal and professional growth. This program includes:

• LinkedIn Learning: Employees have access to thousands of courses and videos on topics like leadership, business, technology, and personal development.
• Enterprise Innovation Partners (EIP) Learning Days: These events provide insights into trends and initiatives driving innovation at American Express and in the payments industry.
• Project MarketPlace: This platform allows employees to apply for short-term projects to explore different career areas and interests.
• Project Market Place: This platform allows employees to apply for short-term projects to explore different career areas and interests.

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.

This video is to discover how you could grow with your career at American Express.

Sources

The following sources were used in researching this page:

• aexp.eightfold.ai/careers/job/25070985
• americanexpress.com/en-us/careers/about-teamamex/
• americanexpress.com/en-us/careers/student-programs/global-students-page.html?intlink=us-amex-career-en-us-home-details-learnmore
• youtube.com/@amex