Customer Care Professional - UK Servicing

Customer Care Professional - UK Digital Servicing

 
How will you make an impact on this role?

• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment.
  

• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.
  

• Address customer inquiries and issues in a timely and accurate fashion.
  

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.
  

• Indulge in recognizing our customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.
  

• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.
  

• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.
  

• Meet and exceed performance goals that include customer satisfaction, sales, collections, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.
  

Minimum Qualifications

• At least Senior High School Graduate for new curriculum; at least college level for old curriculum
  

• At least 1 year’s customer service experience in a BPO environment, with CSAT/NPS as a metric
  

• Should be currently taking inbound calls

• CSAT/NPS experience should be within the past 6 months
  

• Banking and financial experience should be within the last 6 months
  

Preferred Qualifications

• Strong Customer Service experience highly preferred
  

• Demonstrate personal excellence by remaining positive in difficult situations
  

• Display a passion to serve by delivering outstanding service in every interaction with our customers
  

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers
  

• Strong interpersonal, communication, verbal and written skills
  

• Assertiveness to handle difficult conversations
  

• Excellent negotiation, influencing and resourcefulness skills
  

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
  

• Confidence to work in a hybrid environment
  

Additional Requirements:

• The Company works 24*7 and as such our colleagues work in shifts to always provide coverage to Customers. Flexibility to work in different shifts at any time, including weekends as per business needs (dependent on operational hours) is an additional requirement
  

• Hybrid Environment - Need to be able to work in the office a minimum of 3 days a week, the same is subject to change as per business requirements and Company policy
  
  

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  Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
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  Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
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  Work From Home Requirements:
  • 
    Must have at least 25 MBPS internet connection plan / speed
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    Must have a private & quiet area to work at home
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  American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  
  

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  Competitive base salaries
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  Bonus incentives
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  Support for financial well-being and retirement
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  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
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  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
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  Generous paid parental leave policies (depending on your location)
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  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
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  Free and confidential counseling support through our Healthy Minds program
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  Career development and training opportunities