Senior Customer Advocate
4 days ago
Drive Success
American Express is committed to empowering our employees to achieve their full potential. As a Customer Care Professional, you will play a critical role in delivering exceptional customer experiences and driving business results.
About the Position
This is an exciting opportunity to join our team and develop your skills in customer service and sales. You will work closely with our team to resolve customer inquiries, provide personalized solutions, and drive customer satisfaction.
Your Key Responsibilities
- Provide exceptional customer service on high-volume inbound calls or chats, driving a Customer First mentality.
- Consult with Card Members to understand their needs and tailor unique solutions, reinforcing the benefits of card membership and acknowledging Card Member tenure.
- Identify opportunities to add value for our customers through relevant product recommendations and benefit enrollments, deepening customer engagement and loyalty.
- Develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
- Manage customer inquiries, update customer account information, and utilize tools and resources to identify custom solutions and anticipate customer needs.
- Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, and productivity targets, as well as customer performance metrics.
Our Requirements
- 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, balancing performance to meet a variety of metrics, and remaining 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.
We Offer
- Competitive base salaries and bonus incentives.
- Support for financial-well-being and retirement.
- Comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- Generous paid parental leave policies.
- Free access to global on-site wellness centers staffed with nurses and doctors.
- Free and confidential counseling support through our Healthy Minds program.
- Career development and training opportunities.
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