Site Engineer

Customer Care Professional - UK Servicing

Job type: Full-time

Overview

American Express delivers extraordinary customer care to Card Members, merchants and commercial clients around the world. The Servicing Professional is a critical role in our contact center, providing the world's best customer experience every day.

What would you do every day as a Servicing Professional?

• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment.
• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.
• Address customer inquiries and issues in a timely and accurate fashion.
• Analyze customer information and make sound decisions while maintaining high customer satisfaction.
• Indulge in recognizing our Customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.
• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.
• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, sales, collections, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

Minimum Qualifications

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Customer's communication style.
• Resilience needed to efficiently manage a steady stream of customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time.
• Passion to serve, recommending products or solutions tailored to each Customer.
• Problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact.
• Proven analytical skills to analyze account data and make sound business decisions.
• Willingness to learn, adapt to feedback, and handle change and difficult situations.
• Flexibility to handle a variation of Customer questions and/or issues.
• High level of integrity to work with Customer information while adhering to Quality, Regulatory and Compliance guidelines.

Preferred Qualifications

• Customer service experience, ideally in a contact center environment.

Additional Requirements

• The Company works 24/7 and colleagues work in shifts to provide coverage to Customers at all times. Flexibility to work in different shifts, including weekends, as per business needs.
• Hybrid Environment – need to be able to work in the office a minimum of 3 days a week, subject to change as per business requirements and Company policy.
• Work From Home requirements: at least 25 Mbps internet connection; private and quiet area to work at home.
• Full-time, hybrid work arrangement (onsite and work from home).
• American Express offers a diverse working environment. High performance is rewarded with target-driven incentives.

Benefits

• Financial well-being and retirement support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits (location-dependent).
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business needs.
• Generous paid parental leave policies (location-dependent).
• Free access to global on-site wellness centers and confidential counseling through Healthy Minds program.
• Career development and training opportunities.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).

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