About the Team
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 American Express's products and services. GS provides customer experience 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.
What You Would Do Every Day as a Customer Care Professional
•Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
•Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.
•Add value for customers through unexpected relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty.
•Utilize a "service oriented" personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to the brand.
•Address general and account-specific customer inquiries — statement inquiries, card replacement, make payments, rewards redemption, etc. — and update customer account information.
•Use tools and resources to identify custom solutions and anticipate customer needs, in commitment to maintain a first point of contact resolution.
•Meet and exceed performance goals including, but not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.
Minimum Qualifications
•At least College Level – bachelor's degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate.
•At least 1 year of collective BPO experience.
•At least 1 year of collective and predominantly inbound calls experience (with at least 6 months recent relative experience). No maximum experience required.
•At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience).
•Recent unemployment should not be more than 6 months to 1 year and recent work experience should be within the BPO industry.
Preferred Qualifications
•Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills.
•Customer service and consultative sales environment experience preferred.
•Passion for consultative sales, recommending products or solutions tailored to each customer.
•Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.
•Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.
Additional Details
•Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig.
•Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home).
•Work From Home Requirements: must have at least 25 mbps internet connection plan/speed; must have a private & quiet area to work at home.
•American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
Walk-in applications will be processed on the same day. Interested candidates with relevant experience aligned with the role requirements may visit the Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).
