Job Summary:

American Express is seeking passionate, dedicated, and customer-centric individuals to join our Virtual Customer Care team. As a Virtual Customer Care Associate, you will serve as the first point of contact for our valued cardmembers, providing exceptional service and tailored solutions to meet their needs. In this fully remote role, you will work closely with both internal and external stakeholders to deliver the high standards of customer service that American Express is known for globally.

At American Express, we believe that our people are the heart of our business. As a Virtual Customer Care Associate, you will not only be an integral part of our customer service team, but also play a key role in supporting our mission to deliver superior financial products and services that help our customers achieve their financial goals.

Key Responsibilities:

• Customer Service Excellence: Provide professional, friendly, and knowledgeable support to cardmembers across a wide range of inquiries, including account management, billing, rewards programs, and travel services.
• Problem Resolution: Address customer concerns with empathy and professionalism, resolving issues efficiently while ensuring a positive experience.
• Product Knowledge: Maintain an up-to-date understanding of American Express products, services, and promotions to effectively guide and assist customers.
• Collaboration: Work seamlessly with internal teams such as risk, fraud, and billing departments to ensure smooth customer service operations.
• Sales Support: Promote and offer additional products and services where appropriate, ensuring that customer needs are met and they are aware of available benefits.
• Compliance: Adhere to all company policies and regulatory requirements, ensuring that customer interactions are compliant with relevant legal and industry standards.
• Performance Metrics: Meet and exceed performance targets, including call resolution times, customer satisfaction scores, and other key performance indicators (KPIs).

Required Skills and Qualifications:

• Excellent Communication: Strong verbal and written communication skills, with the ability to explain complex information in an easy-to-understand manner.
• Customer Focused: A passion for helping others and delivering exceptional service in a virtual environment.
• Problem Solving: Ability to think critically and resolve customer concerns with minimal supervision.
• Tech Savvy: Proficient with technology, including CRM software, video conferencing tools, and Microsoft Office Suite.
• Adaptability: Comfortable working in a fast-paced environment with the flexibility to adjust to changing customer needs and business priorities.
• Team Player: Ability to collaborate effectively with colleagues across departments to ensure customer needs are met.

Experience:

• Prior Experience: At least 1-2 years of customer service experience, preferably in a remote or virtual setting.
• Industry Experience: Experience in financial services, hospitality, retail, or a similar customer-facing industry is highly desirable.
• Technical Skills: Experience with customer service tools and systems, including CRM platforms, ticketing software, and virtual communication platforms.

Working Hours:

• Full-time and Part-time Opportunities: Flexible hours available. Positions may require working evenings, weekends, and holidays depending on business needs.
• Remote Work: This role is 100% remote; however, candidates must be located within the United States.
• Shift Options: Various shift schedules are available, providing flexibility for work-life balance.

Knowledge, Skills, and Abilities:

• Customer Service Expertise: A solid understanding of customer service principles, with the ability to demonstrate patience, understanding, and empathy.
• Technical Competency: Ability to troubleshoot issues using various systems and tools, ensuring smooth customer interactions.
• Attention to Detail: A keen eye for detail to ensure all customer queries are resolved accurately and efficiently.
• Time Management: Ability to manage time effectively, handling multiple customer inquiries simultaneously while maintaining high service standards.
• Confidentiality: A strong commitment to protecting customer information and maintaining confidentiality at all times.

Benefits:

• Competitive Salary: Attractive compensation package based on experience and skills.
• Health & Wellness: Comprehensive healthcare benefits including medical, dental, and vision coverage.
• Retirement Plans: 401(k) with company match, as well as additional financial planning resources.
• Paid Time Off: Generous vacation and personal days, along with paid holidays.
• Professional Development: Access to continuous learning and career growth opportunities.
• Work-Life Balance: Flexible work arrangements, including the ability to work from home and set your own schedule.
• Employee Discounts: Enjoy discounts on American Express products and services, as well as partner discounts.

Why Join American Express?

At American Express, we are committed to fostering a diverse and inclusive workplace where every team member is valued and empowered to reach their full potential. Joining our Virtual Customer Care team means becoming part of a company that is a leader in the financial services industry, known for its innovation, customer-centric approach, and employee satisfaction.

• Career Growth: American Express offers opportunities for continuous professional development, mentorship, and career advancement.
• Global Impact: Be part of a company that operates on a global scale, impacting millions of customers worldwide.
• Inclusive Culture: Our inclusive workplace supports a broad range of backgrounds and perspectives, creating a culture of belonging and respect.
• Work Flexibility: Enjoy the flexibility of working remotely while still being part of a supportive and collaborative team.

How to Apply:

If you are passionate about customer service and are ready to join a world-class team at American Express, we would love to hear from you! Please submit your resume along with a cover letter detailing your relevant experience and why you are a great fit for this position. To apply, visit our career portal at American Express Careers and follow the instructions for submitting your application. We look forward to reviewing your application!