Customer Care Professional - Platinum
About the position The Customer Care Professional role at American Express is designed for individuals who are passionate about delivering exceptional customer service. This position involves engaging with Card Members through high-volume inbound calls, providing tailored solutions, and reinforcing the benefits of card membership. The role emphasizes a customer-first mentality, aiming to deepen customer loyalty and satisfaction while meeting performance goals in a fast-paced environment.
Responsibilities
- Consistently deliver extraordinary service on a high volume of inbound calls.
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- Consult with Card Members to understand their needs and tailor unique solutions.
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- Add value for customers through relevant recommendations of product offers.
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- Utilize a service-oriented personality to develop key selling skills.
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- Responsible for case intake, analyzing fraud and dispute cases.
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- Use tools and resources to identify custom solutions and anticipate customer needs.
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- Meet and exceed performance goals including sales rates and customer performance metrics.
Requirements
- Strong written and communication skills to converse effectively with Card Members.
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- Resilience to manage a steady stream of customer calls and remain positive.
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- Ability to showcase humility and emotional acknowledgment of customer situations.
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- Technical savvy to multi-task and navigate multiple computer systems.
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- Integrity to manage sensitive Card Member information and adhere to compliance guidelines.
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- Driven to provide the ultimate experience for Card Members.
Nice-to-haves
- Passion for building customer loyalty through exceptional listening and problem-solving skills.
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- Experience in a customer service and consultative sales environment.
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- Ability to adapt communication style to various personalities and situations.
Benefits
- Dental insurance
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- Health insurance
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- Life insurance
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- Paid parental leave
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- Retirement plan
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- Vision insurance
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