Responsibilities:

• Deliver world-class customer service, while responding to Customer inquiries and concerns via telephone call channel

• Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express

• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs

• Meet and exceed quality goals, compliance regulations and productivity targets

• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms

• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications

• Re-prioritize and adapt to an ever-changing environment
  
  

Qualifications:

• Demonstrate personal excellence by remaining positive in difficult situations

• Display a passion to serve by delivering outstanding service in every interaction with our Customers

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers

• Strong interpersonal, communication, verbal and written skills

• Assertiveness to handle difficult conversations

• Excellent negotiation, influencing and resourcefulness skills

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail

• Confidence to work in a different environment e.g. actual and virtual

• At least 2 years of customer service experience in a contact center environment with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication

• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation

• Demonstrated consultative experience, ability to influence, resourceful

• Creative problem-solving, eager to find customized solutions

• Experience in banking/financial services a plus

• Bachelor’s degree, associate’s degree and college undergrads may apply