Customer Care Professional

4 months ago

Kuala Lumpur, Malaysia Amex Full time

**You Lead the Way. We’ve 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’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

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

**Role & Responsibilities**:
Help propel your team and its business partners to success.

**What would you do every day as a Customer Care Professional?**
- Consistently provide an exceptional customer experience when servicing inbound calls in a fast paced, structured customer care environment
- Evaluate and analyze account information and provide tailored solutions with care and empathy to our small business owners and decision makers
- Indulge in personally recognizing our Card Members as individuals through unexpected relevant recommendations of product offers and benefit enrollments that deepen customer engagement and help grow their business with our products and services
- Continuously improve on key selling skills, including building rapport and a human connection, understanding customer needs, handling objections and closing sales
- Address general and account-specific customer inquiries using a consultative approach
- statement and APR inquiries, card replacement, make payments, rewards redemption, etc.,
- Responsible for adhering to all compliance, metrics and sales practices standards, per guidelines
- Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets
- Use multiple tools and resources to identify custom business solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution

**Minimum Qualifications**:

- Strong written and communication skills to be able to converse effectively and naturally with our customers
- Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
- Timeliness and reliability

**Preferred Skills**:

- Customer service and consultative sales environment experience (1-2 years B2B) preferred, with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
- Passion for consultative sales, recommending products or solutions tailored to each customer
- Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance, to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations
- Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end

**Additional Requirements**:

- Flexibility to work anytime between 8:00pm-2:00pm, including weekends
- Workplace Flexibility: Full time. Shift flexibility requirements
- 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:

- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid or onsite arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to gl

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