With the right support, individuals and businesses can achieve incredible progress. When you become a part of Team Amex, you join a global and diverse community of colleagues who are dedicated to supporting our customers, communities, and each other. At Team Amex, we’re here to help you craft a unique and meaningful career journey through benefits, programs, and flexibility that cater to your personal and professional growth.
American Express recognizes and rewards your contributions, leadership, and impact. Each member of our team has the opportunity to share in our company’s success. Together, we work as a united team, upholding our company values and our commitment to delivering the best customer experience every day. Our integrity shines through in an inclusive environment where everyone is valued, heard, and embraced.
Join Team Amex, and let’s lead the way together.
About the Role:
As a brand that goes above and beyond to deliver exceptional customer experiences, having outstanding colleagues is crucial. As the face of our company, you have the power to create positive interactions with our customers every day – from curating unique travel or lifestyle experiences to assisting with their everyday needs. You’ll enhance your skills through industry-leading training and continuous coaching, all while learning what it means to consistently set the standard for world-class, customer-first service. Find your role in service on #TeamAmex.
Customer Fulfillment Network Commercial is part of the GSG Group, serving corporate clients globally by maintaining and modifying their corporate account hierarchies. The focus is on delivering top-notch customer service and quality, aiming for first-call resolution for all client inquiries.
Purpose of the Role:
This role involves interacting with corporate clients, including Program Administrators and Account Managers.
- Ensure metrics such as Quality, Compliance & Productivity are met.
- Adhere to schedule (attendance, start/finish time, breaks).
- Take ownership of emails/issues and resolve to customer’s expectations to deepen relationships and achieve high customer satisfaction.
- Understand, anticipate, and provide appropriate solutions for customer needs.
- Ensure all actions and requests meet service level agreements.
- Escalate unresolved issues to senior representatives or team leaders.
- Maintain a positive and effective work environment.
- Respect customer privacy at all times.
- Uphold the blue box values by aligning behaviors with corporate objectives.
- Support changes driven by business needs or company policies.
- Collaborate with other AmEx business units to benefit the client.
Critical Factors to Success:
- Self-driven and highly motivated.
- Prioritize customer service and first interaction resolution.
- Strong communication skills, both oral and written.
- Uphold Amex values and business ethics.
- Experience in Customer Service, Corporate Services, and client management is preferred.
- Graduate in any stream from a renowned university.
- Strong organizational skills and ability to work as part of a team.
- Proven experience in negotiating and problem-solving.
- Ability to work in a busy and demanding team environment.
- Commitment to the highest level of customer service.
- Analytical and problem-solving skills.
- Ability to identify and address issues that may impact corporate clients.
- Ability to manage own priorities.
- Strong knowledge of PC-based software, including MS Office and Outlook.