At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

This position is part of the Global Consumer Servicing & Fulfillment (GCSF) - Customer Fulfillment Network (CFN). CFN combines all Global Services' back-office operations, supporting the consumer, commercial, and e-mail servicing into a single, dedicated team. CFN provides a seamless, united, customer support delivery channel, operating globally across multiple Centers of Excellence. 

Role & Responsibilities: 

Service Customers via e-mail or phone using Traditional Mandarin and English. Consistently deliver extraordinary service in a fast-paced, structured, customer care environment. Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable. Address customer inquiries and issues in a timely and accurate fashion. Analyze customer information and make sound decisions while maintaining high customer satisfaction. Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.    Meet and exceed performance goals that include customer satisfaction, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.  This role requires availability to work Monday to Friday morning shifts, including public holidays

 

Minimum Qualifications: 

Able to converse fluently in both Mandarin and English  Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Customer’s communication style Resilience needed to efficiently manage a steady stream of Customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time   Passion to serve, recommending products or solutions tailored to each Customer A problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact Proven analytical skills to analyze account data and make sound business decisions A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations   Flexibility to handle a variation of Customer questions and/or issues High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines 

 

Preferred Qualifications: 

Customer service experience, ideally in a contact center environment 

 

All applicants are welcomed, including Indigenous People and people with disabilities (a disability certificate is required).

角色和職責：  
·使用中文和英語通過電子郵件或電話為客戶提供服務。  
·在快節奏、結構化、客戶服務環境中始終如一地提供卓越的服務。  
·咨詢客戶以瞭解其需求並為其量身定做獨特和個性化的解決方案，同時加強卡會員/美國運通產品的優勢。  
·及時、準確地處理客戶查詢和問題。  
·分析客戶資訊並做出正確決策，同時保持高度的客戶滿意度。  
·發展關鍵的咨詢技能，包括通過謹慎和同情與客戶建立人際聯繫、瞭解客戶需求、處理異議和提供解決方案。  
·達到並超出績效目標，包括客戶滿意度、呼叫處理時間、計畫遵守情況和法規遵從性，同時遵守業務不時更新的既定程式和標準，以及遵守所有適用的美國運通政策。  
   
最低資格：  

· 能流利地善用中文和英語   
·掌握電腦知識，能夠同時、快速、準確地在多個電腦系統和應用程式中導航  
·能夠展示主動傾聽技能並調整對話以適應形勢和客戶溝通風格的自然溝通者  
·需要有效地管理穩定的客戶查詢流，同時平衡效能以滿足業務不時設定和更新的各種指標  
·一個問題解決者，可以高效地評估客戶問題並提供最佳的創造性解決方案，以便在第一次聯繫時解決問題  
·經驗證的分析技能，可分析客戶資料並做出可靠的業務決策  
·學習能力、嘗試新事物的意願、結合反饋和適應變化和困難情況的能力  
·靈活處理各種客戶問題和/或問題  
·高度的完整性，可以與客戶資訊協作，同時遵守所有質量、法規和法規遵從性指南  
   
首選資格：  
·相关客戶服務體驗 

 

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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 and onsite arrangements depending on role and business need  Generous paid parental leave policies (depending on your location)  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)  Free and confidential counseling support through our Healthy Minds program  Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.