Customer Care Pro - Hybrid Role with Growth & Perks

American Express; Taguig; Hybrid; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Support for financial well-being

Comprehensive medical and dental benefits

Flexible working model

Generous paid parental leave

Access to wellness centers

Career development opportunities

Job summary

A leading financial services company is seeking a Customer Care Professional for future opportunities in Taguig. The role involves delivering exceptional customer service by evaluating account information and providing tailored solutions. Applicants should have at least 2 years of BPO experience and a proven track record of high performance. This position offers a hybrid work model and includes comprehensive benefits such as medical, dental, and career development opportunities.

Qualifications

• Minimum 2 years of BPO work experience.
• At least a year of voice account experience.
• Proven track record of high performance.

Responsibilities

• Deliver customer care in a fast-paced environment.
• Evaluate and recommend tailored customer solutions.
• Resolve inquiries and document account information.

Skills

BPO experience

Customer service

Sales experience

Relationship building

Job description

STAGING / TEST ENVIRONMENT for AMEX Internal purposes only. If you are attempting to apply for a job at American Express, please visit our Career Portal.

Job Description - Customer Care Professional (US Small Business Servicing) – Future Opportunities (24000831)

Customer Care Professional (US Small Business Servicing) – Future Opportunities - 24000831

Description

You Lead the Way. We’ve Got Your Back.

#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023
#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023
#10th in Fortune Magazine’s 2023 World’s Most Admired Companies
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

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’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll 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.

American Express reinvented the global service experience by embracing a servicing philosophy which deepens relationships with customers. Our unique servicing philosophy, Relationship Care® puts passion to serve – and individual personality – at the centre of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.

Our unique servicing philosophy, Relationship Care® puts your passion to serve - and your personality - at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us. As a Customer Care Professional, you will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.

What would you do every day as a Customer Care Professional?

• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
• Evaluate and analyze account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.
• Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy
• Adherence to quality and compliance guidelines
• Document necessary account information and offer custom solutions that benefit the customer
  
• Grow and nurture customer relationships on every interaction that results in measurable Customer value
  
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Please note that this is a future opportunity in American Express.

Minimum Qualifications

Qualifications:

• Should have a minimum 2 years of BPO work experience.
• Should have at least a year of voice account experience from the most recent company joined
• Successful in previous job (high performer)

Preferred Experience:

• Have been measured on Customer VOC (Voice of Customer) or NPS (Net Promoter Score), as well as AHT (Average Handling Time) from the most recent company joined
• Candidates with prior experience in B2B and B2C servicing would be preferred
• Premium customer service experience and/or sales experience, with a passion for building customer loyalty through exceptional listening and relationship building
  
• Sales experience (Value generation/consultative selling) is a plus
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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

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

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 5pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Additional Note for US Applicants: American Express does not currently utilize the AI capabilities of its application management platform in making employment decisions.

If you have a disability and would like to request an accommodation in order to apply for a position you may contact us by emailing [e-mail] . Please indicate if you would prefer a response via email or phone. US applicants may also contact us by using the US Toll Free number 1-833-707-1981.