Job Summary:

As a Virtual Customer Care Representative at American Express, you will be a vital part of our customer service team, offering high-quality support to our customers through virtual channels. You will represent the American Express brand and deliver exceptional service that builds customer loyalty. You will assist customers with their queries, resolve issues, and provide solutions in a timely and professional manner. This is a remote position, offering you the flexibility to work from home while being an integral part of a globally recognized, dynamic company.

Key Responsibilities:

• Customer Interaction: Handle inbound and outbound calls, emails, and chat inquiries from American Express cardholders and potential customers.
• Problem Solving: Resolve customer issues related to account inquiries, payments, transactions, rewards programs, and product features.
• Product Knowledge: Stay up-to-date with American Express products and services, including benefits, terms, and promotions, to provide accurate information to customers.
• Issue Resolution: Efficiently identify customer concerns, troubleshoot, and follow up to ensure resolution. If necessary, escalate complex issues to appropriate departments.
• Customer Satisfaction: Strive to exceed customer expectations with every interaction, ensuring a high level of satisfaction and fostering long-term relationships.
• Documentation: Accurately document customer interactions, issues, and solutions in the companys CRM system.
• Sales and Retention: Identify opportunities to cross-sell or upsell American Express products and services where appropriate, supporting customer retention efforts.
• Compliance: Adhere to all American Express policies, procedures, and regulatory requirements while maintaining customer confidentiality and data privacy.

Required Skills and Qualifications:

• Communication: Excellent verbal and written communication skills with the ability to engage customers in a friendly and professional manner.
• Problem-Solving: Strong critical thinking skills and the ability to resolve issues promptly while maintaining a calm and empathetic demeanor.
• Tech-Savvy: Proficient in using computers and navigating multiple software applications simultaneously.
• Adaptability: Comfortable working in a fast-paced, evolving environment and capable of managing multiple tasks efficiently.
• Detail-Oriented: Strong attention to detail with the ability to accurately process customer information and handle complex inquiries.
• Customer-Centric: Passionate about delivering exceptional customer service and enhancing the customer experience.

Experience:

• Minimum of 1 year of customer service experience, preferably in a financial or contact center environment.
• Previous experience in a virtual or remote customer care role is a plus.
• Experience in using CRM software and handling multiple communication channels (phone, email, chat) is highly desired.

Working Hours:

• This is a full-time remote position.
• Flexible working hours within operational hours, typically Monday through Friday.
• Some evening and weekend shifts may be required to accommodate customer needs and business requirements.

Knowledge, Skills, and Abilities:

• Product Knowledge: Familiarity with American Express products and services, as well as knowledge of the financial services industry.
• Customer Service Expertise: Strong background in handling customer inquiries and resolving issues efficiently.
• Technical Proficiency: Comfortable using virtual tools, video conferencing software, and CRM systems.
• Conflict Resolution: Ability to remain calm and handle difficult situations with professionalism and tact.
• Multitasking: Capable of managing multiple customer inquiries simultaneously while maintaining high service standards.

Benefits:

• Health and Wellness: Comprehensive health, dental, and vision insurance plans for you and your family.
• Paid Time Off: Generous vacation and paid sick leave policies.
• Retirement Plans: 401(k) plan with company match and financial planning assistance.
• Learning and Development: Access to training and career development resources to help you grow professionally.
• Work-Life Balance: Remote working flexibility to support your work-life balance.
• Employee Assistance Program: Support for mental health, personal development, and overall well-being.
• Employee Discounts: Exclusive discounts on American Express products and services, as well as partnerships with various brands.

Why Join American Express?

At American Express, we believe in creating a work environment where our employees can thrive and grow. Our commitment to diversity, equity, and inclusion ensures that everyone has the opportunity to bring their unique perspectives to the table. As part of a global leader in the financial services industry, you will have access to a wealth of resources to support your professional development and personal success. Join us and be part of a team that values collaboration, innovation, and customer satisfaction.

How to Apply:

Interested candidates are encouraged to submit their application through our online portal. Please include your updated resume and a cover letter highlighting your relevant experience and skills for the Virtual Customer Care Representative role. To apply, visit American Express Careers Page and follow the prompts to submit your application. We look forward to reviewing your application!