Customer Care Professional

4 weeks ago

Toronto, Canada Amex Full time

**Go above and beyond at a company that sets the standard for customer-first service.**

**You Lead the Way. We’ve Got Your Back.**
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join **#TeamAmex,** you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

As a global organization, American Express supports customers around the world. This role will support our US customers and is a hybrid role based out of our American Express Toronto office (2225 Sheppard Ave East, Toronto).

**Role & Responsibilities**:
Here’s just some of what you’ll do in this role:

- Deliver extraordinary service to our US customer base on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy
- Consult with card members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement and result in measurable value for our card members
- Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections, and closing sales
- Address general and account-specific customer inquiries; provide clear and concise information and updating customer account information, as needed
- Use tools and resources to identify custom solutions and anticipate customer needs in our commitment to maintain a first point of contact resolution
- Meet and exceed performance goals that include, but are not limited to, customer survey results, sales rates, quality goals, compliance regulations and productivity targets

**Preferred Skills**
- Unique career journey shaped by your talent and curiosity
- Proven success in a customer service and consultative sales environment (two years+ preferred), with a passion for building customer loyalty
- Exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication
- Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
- 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
- Commitment to implementing feedback to advance individual and team performance goals
- Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day

**Additional Requirements**:

- Flexibility to work weekends and/or evenings
- Commitment, availability and successful completion of thirteen weeks of mandatory training
- High school diploma or equivalent required; education benefits available

**What We Offer**:

- A diverse global community committed to working together with purpose and embracing each other’s creativity, innovative thinking, and new ideas
- At American Express, performance is rewarded with target-driven incentives
- Competitive salary and bonus incentives
- 3 weeks company-paid vacation, plus 3 personal days, and 1 floater day per year
- Flexible Medical and Dental benefit program with eligibility from day 1 of employment
- Registered Retirement and Savings Program (RRSP) with company matching
- Employee Stock Ownership Plan with company matching
- Healthy Minds Employee Assistance Program for you and your household
- Competitive Mental Health benefit coverage
- Access to company-paid Maple Virtual Healthcare
- Fitness Reimbursement Program
- Employee Card Ambassador Program
- Amex Flex Work Designations which include hybrid and virtual work arrangements, dependent on eligibility criteria
- State-of-the-art office facility with onsite Cafeteria, Fitness Facility, Tim Hortons, Wellness Centre, and more
- Adoption Assistance coverage

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