Representative I-customer Service
hace 3 días
**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.
**JOB DESCRIPTION**
Handles customer service inquiries and problems via the telephone recording consistent problem areas. Customer service is the primary function. Calls are non-routine and require deviation from standard screens, scripts, and procedures. Handles situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. Requires extensive knowledge of the organization, products, and/or services. May require advanced problem solving. May assess needs and suggest/promote alternative products or services. May be linked to incentive plans in some countries.
**_Months in their actual position:_**
**_For level 25 to 30: 12 months._**
**_For level 30 to 35: 18 months._**
**_For level 40 to 45: 24 months._**
**QUALIFICATIONS**
- Personal responsibility
- Negotiation skills
- Problem resolution
- Extensive knowledge in processes
- Call flow expert
- Command of complex issues (balances, disputes, acquisition certificates, etc.)
- Extensive knowledge and vision to probe the client.
- Expert in Customer First issues
- Constant personal motivation
- Time management and organization
- High impact written and spoken communication (across different levels of the organization)
- Schedule flexibility (AM/PM)
- Basic knowledge of Excel
- Seek continuous improvement
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