Job Description

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Customer Care Professional - Night Shift: Customer Engagement Network - US Market

You Lead the Way. We\xe2\x80\x99ve 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 global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you\xe2\x80\x99ll learn and grow as we help you create a career journey that\xe2\x80\x99s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you\xe2\x80\x99ll be recognized for your contributions, leadership, and impact\xe2\x80\x94every colleague has the opportunity to share in the company\xe2\x80\x99s success. Together, we\xe2\x80\x99ll win as a team, striving to uphold our company values and powerful backing promise to provide the world\xe2\x80\x99s best customer experience every day. And we\xe2\x80\x99ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let\'s lead the way together.

Meaningful, rewarding work performed with integrity. Here\xe2\x80\x99s just some of what you\xe2\x80\x99ll do in this role:

• Deliver world-class customer service, while responding to Customer inquiries and concerns via calls
• Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
• Enhance our customers\xe2\x80\x99 experience by identifying opportunities to offer products based on our Cardmembers\xe2\x80\x99 needs
• Meet and exceed quality goals, compliance regulations and productivity targets
• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
• Re-prioritize and adapt to an ever-changing environment

Preferred Skills:

• Minimum one (2) year of customer service experience is highly preferred.
• Unique career journey shaped by your talent and curiosity
• 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 virtual environment

Additional Details:

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location \xe2\x80\x93 Based on the evolving situation with Covid-19, we will conduct the new hire orientation and training in the office. Once certified, the team will move to a hybrid working environment (2 days in office, 3 days at home)
• Workplace Flexibility: Full time. Night Shift - shifts can start between 8pm-5am local time.
• American Express offers a fantastic and diverse working environment.
• High performance is rewarded with target driven incentives
• At American Express\xe2\x80\x99 discretion this position may be work from home and adjusted back to \xe2\x80\x9cin office\xe2\x80\x9d at any time

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express