Customer Care Professional – CEN Spain
You lead the way. We've got your back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team AMEX, you become part of a diverse global community of colleagues with an unwavering commitment to backing our customers, communities, and each other. Here, you will learn and grow as we help you build a career journey that is unique and meaningful to you, with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you will be recognized for your contributions, leadership, and impact: every colleague has the opportunity to share in the company's success. Together, we will win as a team, striving to uphold our company values and our powerful backing promise to deliver the best customer experience every day.
As the face of the company, you can create positive interactions with our customers in the Spain market, from selecting a unique travel or lifestyle experience to helping them with their everyday needs. You will develop your skills through industry-leading training and ongoing coaching, while learning what it means to continually set the standard for world-class customer service.
Roles and Responsibilities
Use your skills, experience, and passion for customer service to help drive your team and business partners toward success. What would you do every day as a Customer Care Professional?
•Consistently provide extraordinary service in a high-volume inbound contact environment within a structured, fast-paced customer care setting, with a strong focus on putting the customer first.
•Have value-driven interactions with personal and business cardmembers in the Spain market to understand their needs and tailor unique, personal solutions for them, while reinforcing card membership benefits and recognizing cardmember loyalty.
•Add value for our customers through unexpected, relevant recommendations on product offerings and benefits that deepen and confirm customer commitment and loyalty.
•Reinforce the customer relationship and loyalty with the goal of ensuring a robust retention strategy based on each product's value proposition.
•Use your "service-oriented" personality to develop key selling skills that optimize and strengthen the customer relationship by deepening their loyalty to our brand.
•Handle customers' general and account-specific inquiries: statement questions, card replacements, payments, rewards redemption, etc., and update customer account information.
•Use tools and resources to identify personalized solutions and anticipate customer needs, fulfilling our commitment to first-contact resolution.
•Meet and exceed performance goals including, but not limited to: quality targets, regulations and productivity goals, as well as customer satisfaction and retention metrics.
Minimum Requirements
•Strong oral and written communication skills to effectively and naturally converse with our cardmembers, deepen customer relationships, and drive satisfaction.
•Resilience is needed to efficiently manage a steady flow of customer calls while balancing performance to meet a variety of metrics, remaining positive through change and stressful situations.
•Ability to show care and appreciation to customers through emotional recognition of inquiries/situations on every call.
•Technical knowledge to multitask and navigate multiple computer systems and applications simultaneously, with speed and accuracy.
•Integrity to manage confidential cardmember information and comply with all guidelines and regulations related to service and sales practices.
•Motivated by driving satisfaction and delivering the best experience to our cardmembers in every interaction.
•Punctuality, reliability, and personal accountability.
Preferred Skills
•Passion for service and building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and problem-solving skills.
•Experience in customer service and a sales environment is preferred.
•Passion for sales, recommending products or solutions tailored to each customer.
•Ability to adapt communication style to a wide variety of personalities and situations and take ownership of each call from start to finish.
•Intermediate/advanced English proficiency that enables business conversations with our customers.
Additional Requirements
•Flexibility to work night or day shifts within a service window of 11:00 p.m. to 3:00 p.m., including weekends.
•Hybrid environment: expectation to work from the office 3 days per week.
•Workplace flexibility: Semi Full-time. Shift flexibility requirements.
•American Express offers a fantastic and diverse work environment. High performance could be rewarded with goal-oriented incentives.
