Experienced Platinum Customer Care Professional – Delivering World-Class Service and Driving Customer Loyalty

Welcome to American Express: A Global Leader in Customer Experience

At American Express, we believe that with the right backing, people and businesses can progress in incredible ways. As a Platinum Customer Care Professional, you will be part of a global and diverse community of colleagues who share an unwavering commitment to delivering exceptional customer experiences. Our company values and powerful backing promise are at the heart of everything we do, and we strive to uphold them with integrity, inclusivity, and a passion for excellence.

About the Role: Platinum Customer Care Professional

We are seeking a highly skilled and motivated individual to join our team as a Platinum Customer Care Professional. As the face of our company, you will create positive interactions with our customers every day, curating unique experiences, and helping them with their everyday needs. You will utilize your skills, experience, and passion for customer service to help propel your team and its business partners to success. With industry-leading training and ongoing coaching, you will grow your skills and learn what it means to continually set the standard for world-class, customer-first service.

Key Responsibilities:

• 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 our customers through unexpected relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty
• Utilize your "service-oriented" personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand
• Responsible for case intake, analyzing fraud and dispute cases, and sharing case outcomes to protect the interests of our organization and our customers, which is both the Card Member and our merchants
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
• Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations, and productivity targets, & customer performance metrics

Essential Qualifications:

• Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction
• 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 showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
• Driven to please by providing the ultimate experience for our Card Members on every interaction
• Timeliness and reliability

Preferred Skills:

• 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
• 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

Career Growth Opportunities and Learning Benefits

At American Express, we are committed to helping our colleagues grow and develop their careers. As a Platinum Customer Care Professional, you will have access to industry-leading training and ongoing coaching, as well as opportunities to learn from experienced professionals in the field. Our company values and powerful backing promise are at the heart of everything we do, and we strive to uphold them with integrity, inclusivity, and a passion for excellence.

Work Environment and Company Culture

Our company culture is built on a foundation of inclusivity, respect, and empathy. We believe that everyone deserves to be seen, heard, and valued, and we strive to create an environment where everyone feels like they belong. As a Platinum Customer Care Professional, you will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive salary range of $20.00 to $22.25 hourly, plus bonus and benefits. Our benefits package includes:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy
• 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

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Platinum Customer Care Professional role. As a member of our team, you will have the opportunity to grow and develop your career, while making a meaningful impact on the lives of our customers. Don't miss out on this exciting opportunity to join our dynamic and supportive team – apply today!

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.