Job Summary

American Express is seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative for a work-from-home position. In this role, you will serve as a trusted advisor to our customers, providing exceptional service while addressing inquiries, resolving issues, and delivering solutions to enhance the customer experience. You will work remotely, engaging with customers via phone, chat, or email, ensuring that their interactions with American Express are seamless and satisfactory. This position requires a passion for service, strong communication skills, and the ability to thrive in a dynamic, fast-paced environment.

Key Responsibilities

• Handle a high volume of inbound customer inquiries regarding American Express products and services, including account management, transactions, billing, and general customer service requests.
• Resolve customer concerns with a focus on first-contact resolution, using a problem-solving approach and providing timely and accurate information.
• Identify customer needs and proactively offer solutions to enhance their experience, including recommending relevant products and services.
• Document customer interactions thoroughly in the system, ensuring accurate case tracking and resolution reporting.
• Collaborate with team members and other departments to resolve complex customer issues and escalate as necessary.
• Maintain knowledge of American Express products, services, and policies to provide informed assistance to customers.
• Meet and exceed individual and team performance goals related to customer satisfaction, call handling time, and issue resolution.
• Ensure compliance with American Express policies, procedures, and quality standards while maintaining professionalism in all customer interactions.

Required Skills and Qualifications

• High school diploma or equivalent (bachelors degree preferred).
• Exceptional communication skills, both written and verbal, with a customer-first attitude.
• Strong problem-solving skills and the ability to think critically under pressure.
• Tech-savvy, with proficiency in using computer systems, Microsoft Office Suite, and the ability to quickly learn new software applications.
• Ability to manage time effectively and multitask in a fast-paced work environment.
• A positive, empathetic, and professional demeanor, with a strong focus on delivering excellent customer service.
• Must have access to a quiet and distraction-free home office environment with reliable internet access.

Experience

• At least 1 year of customer service experience, preferably in a remote or phone-based role.
• Previous experience with financial services, banking, or call center environments is a plus.
• Experience handling high-volume calls and resolving customer issues in a timely manner.

Working Hours

• Full-time, remote position with flexible scheduling.
• Must be available to work evenings, weekends, and holidays as needed to accommodate business demands.
• Ability to work a variety of shifts in a 24/7 operational environment.

Knowledge, Skills, and Abilities

• Knowledge: A strong understanding of American Express products and services, as well as policies and procedures relevant to customer service.
• Skills: Excellent communication, active listening, and problem-solving skills; ability to manage multiple systems simultaneously.
• Abilities: Capable of delivering a high level of customer satisfaction in a remote work environment; adaptable to changing customer needs and service protocols.
• Ability to work independently with minimal supervision, while remaining a strong team player.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off, including vacation, sick leave, and personal days.
• Retirement savings plan with company match.
• Access to employee wellness programs and discounts on American Express products and services.
• Ongoing training and professional development opportunities.
• Opportunity to work in a dynamic and diverse global company with a strong commitment to work-life balance.

Why Join American Express?

American Express is a globally recognized leader in financial services, committed to providing exceptional service to our customers. As a Customer Service Representative with American Express, you will be part of a team that values integrity, innovation, and inclusivity. We are dedicated to investing in our employees growth and well-being, providing the tools and resources needed to succeed. Join us to be a part of a prestigious company that is committed to delivering excellent customer experiences and empowering employees to thrive.

How to Apply

Interested candidates are invited to submit their resume and cover letter through the American Express careers page. Please ensure your application reflects your experience, qualifications, and interest in the Customer Service Representative position. Only shortlisted candidates will be contacted for an interview.

We are an Equal Opportunity Employer and encourage individuals from diverse backgrounds to apply.