Job Summary:
American Express is seeking a dynamic and dedicated Virtual Customer Care Professional to join our team. As a part of our virtual customer service division, you will play a key role in providing world-class service and support to our valued customers. This position offers the flexibility of working from home, allowing you to contribute to our customer-centric culture while ensuring a seamless experience for every client.
Key Responsibilities:
- Handle inbound and outbound customer calls, emails, and chat communications.
- Address customer inquiries regarding account services, billing, rewards, and general product offerings.
- Provide expert advice on troubleshooting and resolving product or service issues.
- Ensure a high level of customer satisfaction by delivering personalized service and solutions.
- Maintain accurate records of customer interactions and transactions in the companys CRM system.
- Assist customers in understanding their account statements, making payments, and applying for new services.
- Collaborate with other departments as needed to resolve complex issues and escalate where appropriate.
- Stay informed about new products, features, and updates to ensure accurate and up-to-date information is shared with customers.
- Meet or exceed performance targets in key metrics such as call resolution, customer satisfaction, and response time.
Required Skills and Qualifications:
- High school diploma or equivalent (Bachelors degree preferred).
- Proven experience in customer service, with a focus on virtual/remote support preferred.
- Strong verbal and written communication skills.
- Ability to handle customer inquiries in a calm, empathetic, and professional manner.
- Strong problem-solving and critical thinking skills.
- Ability to work independently and manage time effectively in a remote work environment.
- Proficiency in Microsoft Office and CRM software (previous experience with Salesforce a plus).
- Availability to work flexible hours, including evenings and weekends.
Experience:
- Minimum of 1-2 years of customer service experience, preferably in a call center or virtual environment.
- Experience with handling financial products or services is a plus.
- Familiarity with remote work tools and communication platforms such as Zoom, Microsoft Teams, or similar technologies.
Working Hours:
- Full-time or part-time positions available.
- Flexible hours with the possibility to work evenings, weekends, and holidays as required.
Knowledge, Skills, and Abilities:
- Excellent Communication: Ability to clearly articulate information, both written and verbally, in a professional and empathetic manner.
- Adaptability: Comfortable with change and able to adjust to new technologies and processes.
- Customer-Centric Focus: A passion for helping customers and ensuring their needs are met with accuracy and efficiency.
- Technical Proficiency: Strong comfort level with using computers and technology to manage customer interactions and solve problems.
- Time Management: Strong organizational skills and the ability to prioritize and manage multiple tasks at once.
Benefits:
- Competitive salary and performance-based incentives.
- Health, dental, and vision insurance.
- 401(k) plan with company match.
- Paid time off (PTO), including vacation, sick leave, and holidays.
- Career development opportunities and training programs.
- Employee assistance program (EAP) for mental health and well-being.
- Flexible work hours and work-from-home options.
- Discounted American Express products and services.
Why Join American Express?
- Innovation and Impact: At American Express, we pride ourselves on creating a forward-thinking, inclusive culture where your contributions truly matter. Your work will help shape the future of customer service and financial solutions.
- Work-Life Balance: Enjoy the flexibility of a remote position that allows you to balance personal and professional life, with the support of a global brand.
- Career Growth: We offer numerous opportunities for career advancement, continuous learning, and professional development.
- Global Recognition: Be part of a globally recognized company that values diversity and inclusion and is committed to the success of its employees.
How to Apply:
To apply for this exciting opportunity, please submit your updated resume and a cover letter outlining your relevant experience and why you are a perfect fit for the Virtual Customer Care Professional position.
We look forward to receiving your application and learning more about how you can contribute to the American Express team.