About the Role
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Responsibilities
•Deliver excellent Global Servicing Network Customer Service to Customers and Clients.
•Consistently achieve established targets for aging, quality, and productivity.
•Ensure compliance with all quality standards, regulatory requirements, and Service Level Agreements (SLAs).
•Review, analyze, and accurately process complex and critical customer queries to achieve high levels of Customer satisfaction.
•Provide exceptional service through email and phone while embracing the organization's servicing ethos, Relationship Care®.
•Monitor and prioritize workflows effectively to ensure service standards and operational targets are consistently met.
•Identify opportunities for process improvements and actively contribute to continuous improvement initiatives.
•Utilize strong analytical, problem-solving, and collaboration skills to support business objectives.
•Continuously develop product and process knowledge through active participation in service delivery activities.
•Respond promptly and professionally to Customer and Client inquiries, collaborating with internal business units to deliver effective solutions and foster long-term relationships.
•Demonstrate the ability to work independently with strong accountability and follow-through.
•Maintain a Customer-centric mindset with a strong sense of urgency, serving as a role model in delivering Extraordinary Customer Care.
•Challenge the status quo by proposing innovative ideas and improvements.
•Build and maintain professional relationships with Customers, Clients, and both internal and external stakeholders.
•Make sound independent decisions while working under tight deadlines and managing competing priorities.
•Effectively manage multiple tasks and responsibilities simultaneously.
•Escalate Customer, Client, or relationship issues to senior team members and Team Leaders when appropriate.
•Always comply with the Privacy Act and all applicable data privacy requirements when handling Customer or Client information.
Minimum Qualifications
•Excellent written and verbal communication skills, including active listening and effective probing techniques.
•Self-motivated and capable of working independently with minimal supervision.
•Strong organizational and time management skills, with the ability to contribute effectively within a team environment.
•Proven negotiation and problem-solving abilities.
•Ability to perform effectively in a fast-paced and demanding operational environment.
•Strong interpersonal, relationship-building, and networking skills.
•Demonstrated commitment to delivering the highest standards of customer service.
•Strong analytical thinking and problem-solving capabilities.
•Ability to identify, assess, and proactively address issues that may impact the customer experience.
•Effective prioritization and workload management skills.
•Ability to remain composed and professional under pressure while managing challenging situations.
•Proficient in Microsoft Excel and other relevant computer applications.
•Consistently delivers value to customers and shareholders through high-quality service and operational excellence.
•Collaborates effectively across teams and departments to achieve shared business objectives.
•Builds, maintains, and leverages strong professional relationships to support business success.
Benefits
•Competitive base salaries
•Bonus incentives
•Support for financial well-being and retirement
•Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
•Flexible working model with hybrid or onsite arrangements depending on role and business need
•Generous paid parental leave policies (depending on your location)
•Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
•Free and confidential counseling support through our Healthy Minds program
•Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
