Customer Service Associate

Job Overview

The Customer Engagement Network consists of dedicated customer care experts and leaders collaborating to provide exceptional service daily to Card Members globally. This team treats every interaction via chat or phone as a chance to prioritize the customer, add significant value, and strengthen ongoing relationships.

Key Duties

• Consistently provide outstanding customer service through chat or phone in a dynamic, structured environment.
• Manage 2-3 live chat conversations simultaneously with efficiency and accuracy.
• Engage with Card Members to comprehend their needs, delivering personalized solutions while highlighting the benefits of card membership to deepen engagement.
• Enhance consulting capabilities by forming empathetic connections, navigating objections, and resolving concerns end to end.
• Achieve and surpass performance targets such as customer satisfaction, consultative sales, average handling time, adherence to schedules, and compliance standards.
• Maintain strict integrity handling customer data, ensuring all compliance requirements are met.

Candidate Profile

• Proficient with computers, adept at navigating multiple systems and applications simultaneously with precision and speed.
• Excellent written and verbal communication, able to interact clearly and adapt to each Card Member's communication style using active listening skills.
• Strong problem-solving skills to quickly assess Card Member issues and provide innovative, first-contact resolutions.
• Ability to analyze customer accounts accurately to identify root causes and offer tailored solutions that satisfy customer requirements.
• Resilience in handling continuous customer interactions while balancing multiple performance metrics.
• Capable multitasker who can manage multiple Card Member queries and switch between tools without stress.

Preferred Qualifications

• Bachelor's degree with a minimum of one year in customer service; prior experience in chat support highly desirable.

About American Express

With 175 years of innovation and shared values, American Express commits to supporting customers, communities, and employees through leadership and world-class service. Our culture fosters personal and professional growth, offering comprehensive wellbeing benefits and opportunities to develop leadership skills.

Employee Benefits

• Competitive base salary plus potential bonus incentives.
• Support for financial health and retirement planning.
• Comprehensive medical, dental, vision, life insurance, and disability coverage based on location.
• Flexible working arrangements including hybrid, onsite, or remote options depending on the role.
• Generous paid parental leave policies.
• Access to global wellness centers staffed by healthcare professionals if available locally.
• Confidential counseling support through dedicated mental health programs.
• Opportunities for career development and continuous training.

Equal Opportunity and Compliance

American Express is an equal opportunity employer that ensures employment decisions are free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, age, or other protected status. Employment offers are contingent on successfully passing background verification in compliance with applicable laws.