Team Member Operation

Job description

About American Express:
We are a global services company and the world's largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide—combined with our leading edge marketing, information management and rewards capabilities—enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

Overview of the Business:
At American Express, we serve customers, not transactions. We're widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.

A career in World Service at American Express is rich in experience and offers opportunities to build lasting relationships with our customers. Come join us and realize your potential.

• Deliver extraordinary customer care by responding to questions concerning customer accounts for different American Express Products spanning across Consumer segment & Corporate segment in a fast paced, structured customer care environment.

• Process card applications in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calling

• Highlight issues through feedback and recommend changes in workflows, procedures and service levels to meet customer needs and to ensure quality service at all times

• Grow and nurture customer relationships on every interaction that results in measurable Customer value

• Document necessary account information and offer custom solutions that benefit the customer.

• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

• Balance customer interests with the interests of American Express

• Deliver Employees, Customers and Shareholder metrics as per goals

• Resolve all customer queries and follow established problem ticket recording procedures as appropriate.

• Gather relevant information from customers as required and update it accurately to facilitate the decisioning process

Shift Timings- 24*7

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

Desired profile

• Prior customer service experience & culture understanding with regard to servicing the Australia market and a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.

• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment.

• Strong written and verbal communication.

• Analytical mind & attention to detail.

• Knowledge of Amex card product would be preferred.

• Demonstrated consultative experience, ability to influence, resourceful Graduate

Language: English