American express virtual customer care professional

Job Summary

As a Virtual Customer Care Professional at American Express, you will be the first point of contact for our esteemed card members. Your role is pivotal in providing exceptional service, addressing inquiries, and resolving issues in a timely and efficient manner. With a focus on delivering personalized experiences, you will represent our brand with integrity and professionalism, contributing to customer satisfaction and loyalty.

Key Responsibilities

• Respond promptly to customer inquiries via phone, chat, and email, ensuring high-quality service delivery.
• Assist customers with account management, transaction inquiries, and benefits of their American Express card.
• Identify and resolve issues with a focus on first-contact resolution, minimizing the need for follow-up.
• Educate customers on products and services, promoting features that enhance their experience.
• Document interactions accurately in our customer relationship management (CRM) system.
• Collaborate with team members and management to improve processes and enhance customer experiences.
• Stay informed about the latest updates on products, services, and policies to provide accurate information to customers.

Required Skills and Qualifications

• High school diploma or equivalent; a degree in a related field is a plus.
• Strong verbal and written communication skills with a customer-focused mindset.
• Proficient in using technology, including CRM software, Microsoft Office, and communication tools.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and the ability to think critically.
• Empathy and patience in dealing with diverse customer needs.

Experience

• Previous experience in a customer service or call center role is preferred.
• Experience in the financial services industry or a related field is a plus.

Working Hours

• This is a full-time position with flexible working hours, including evenings and weekends as needed to support our customers across different time zones.

Knowledge, Skills, and Abilities

• Ability to work independently in a remote environment.
• Strong attention to detail and accuracy in data entry and reporting.
• Excellent listening skills to understand customer needs and provide tailored solutions.
• A proactive approach to resolving customer issues and anticipating their needs.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and career advancement.
• Employee discounts on American Express products and services.

Why Join

Joining American Express means becoming part of a team that values diversity, innovation, and exceptional service. We empower our employees to grow and develop their careers while making a difference in the lives of our customers. Here, you will find a supportive environment that encourages collaboration and recognizes hard work and dedication.

How to Apply

If you are ready to embark on an exciting career with American Express as a Virtual Customer Care Professional, please submit your resume and cover letter through our careers page. We look forward to hearing from you and potentially welcoming you to our team!