Bilingual Customer Care Specialist (Hybrid)

American Express Company; United States; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid work environment

Incentives program

Job summary

American Express is seeking a Customer Care Professional to join a hybrid on-site team and provide top-tier service to Card Members. You will resolve inquiries, offer personalized product recommendations, and support customers with their daily needs while upholding integrity and security standards.

You will participate in a fast-paced environment, leverage multiple systems, and contribute to sales and customer satisfaction metrics through thoughtful engagement and effective communication.

Qualifications

• Strong written and communication skills to converse effectively with Card Members and drive satisfaction.
• Resilience needed to manage a high volume of calls while meeting metrics.
• Ability to show care and appreciation through emotional acknowledgement on each call.
• Technical savvy to multi-task across multiple systems quickly and accurately.
• Integrity to handle sensitive Card Member information and comply with regulations.
• Timeliness and reliability in handling inquiries and tasks.

Responsibilities

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced environment.
• Consult with Card Members to understand needs and tailor personal solutions, reinforcing card benefits.
• Add value through relevant product offers and benefits enrollments to deepen engagement.
• Develop selling skills to strengthen customer relationships and loyalty to the brand.
• Address inquiries (statements, replacements, payments, rewards) and update accounts.
• Use tools to identify custom solutions and maintain first contact resolution.
• Meet and exceed performance goals including sales, quality, compliance, and productivity.

Skills

Strong communication

Resilience

Empathy

Technical savvy

Integrity

Timeliness

Job description

American Express is seeking a Customer Care Professional to join a hybrid on-site team and provide top-tier service to Card Members. You will resolve inquiries, offer personalized product recommendations, and support customers with their daily needs while upholding integrity and security standards.

You will participate in a fast-paced environment, leverage multiple systems, and contribute to sales and customer satisfaction metrics through thoughtful engagement and effective communication.