Customer Care Professionals are essential to our business and brand reputation through the delivery of extraordinary service to our card holders. They play a vital role in ensuring that American Express continues to remain a premium brand through exceptional service and satisfied customers.
**About the role**
Our Customer Care Professionals deliver world-class customer service, while responding to Customer inquiries and concerns via phone.
They:
- Build meaningful relationships with our customers through a consultative approach
- Understanding card members current and future needs, providing first contact resolution and negotiating a positive outcome for both the customer and American Express
- Enhance our customers' experience by identifying opportunities to offer products based on our Cardmembers' needs
- Meet and exceed quality goals, compliance regulations and productivity targets
- Document necessary information, such as payment details, customers change of details, change of address and travel notifications
- Re-prioritise and adapt to an ever-changing environment
**Skills and experience**
Your goal is to drive loyalty and profitability, and conversation is key to achieving our high-performance targets in customer and shareholder metrics.
As a Customer Care Professional, you will:
- Display a passion to serve by delivering outstanding service in every customer interaction
- Demonstrate personal excellence and assertiveness by remaining positive in difficult situations
- The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers
- Strong interpersonal, communication and written skills
- Excellent negotiation, influencing and resourceful skills
- Analytical and forward thinking with problem-solving skills, and strong attention to detail
**Benefits**
- 3 months training towards a certification as a qualified Customer Care Professional at Amex
- Health insurance allowance, $400 for single cover and $800 for family cover
- Healthy Living Initiatives, flu vaccination, health and skin checks, Inspirational and motivational Speakers and more
- Unique leave entitlements
- Ongoing coaching, industry-leading training, and career progression opportunities
- Birthday leave - we don't expect you to work on your birthday
**Why American Express?**
There's a difference between having a job and making a difference.
American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don't make a difference without it.
Don't live life without it.
LI-Remote, #LI-Hybrid, #LI-Onsite