About the Role
As a Customer Care Professional in the KYC back office team, your goal will be to provide exceptional Relationship Care on every interaction to drive brand loyalty. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.
Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.
Responsibilities
•Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment.
•Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy.
•Grow and nurture customer relationships on every interaction that results in measurable Customer value.
•Document necessary account information and offer custom solutions that benefit the customer.
•Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.
•Attend customer's calls in order to do a following of their cases.
Minimum Qualifications
•Fluency in writing and speaking in advanced; English is a must (Excluding).
•This position operates in a Monday - Friday environment and we require availability ranging from 8am-2pm, sometimes holidays or weekends also.
•Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.
•Demonstrated consultative experience, ability to influence, resourceful.
•Exceptional listening and relationship building skill.
•Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment.
•Creative problem-solving, eager to find customized solutions.
•Experience owning or working in a small business a plus.
•High school diploma or equivalent required.
