Customer Care Professional US Small Business Servicing Dispute Gate Team

Customer Care Professional – US Small Business Servicing (Dispute Gate Team)

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact on this role?

American Express is on a journey to provide the world’s best customer experience every day. The SBS Dispute Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required. To Solve for Amex Card Members queries efficiently and provide the world’s best customer experience every day.

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  Ability to Take Quick Decisions and Respond to Customer Inquiries
  
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  Deliver extraordinary customer care by responding to questions concerning disputes
  
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  Provide Superior Customer Experience on Calls to American Express Card Members
  
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  Resolve all Customer Queries and Follow Established Procedures as Appropriate
  
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  Provide alternatives and effectively handle service no scenarios
  
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  Deliver to the Customer, Employees and Shareholder Metrics as per Goals
  
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  Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
  To Meet Their Needs and Ensure Quality Service is given at all times
  
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  Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
  
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  Document necessary account information and offer custom solutions that benefit the customer
  
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  Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
  
  

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  At least College level – Bachelor’s Degree Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate.
  
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  At least 1.5 years of experience handling predominantly inbound customer calls, including a minimum of 6 months of recent, relevant phone-based support experience.
  
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  At least 1.5 years of experience in a customer-facing role measured by CSAT or any external survey metrics.
  
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  Ability to document cases clearly and follow process guidelines.
  
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  Dispute/fraud experience is a plus but not required.
  
  

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  Excellent communication skills.
  
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  Strong analytical and decision-making skills.
  
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  Financial account experience is preferred but not required.
  
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  Experience in dispute resolution, chargebacks, fraud, or financial operations.
  
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  Ability to interpret customer data, evidence, and transaction activity.
  
  

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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:
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    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