Customer Care Professional - Toronto, Canada - Amex

Amex

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 accountspecific 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 a mandatory twelveweek training onsite at the Sheppard office location
High school diploma or equivalent required; bachelor's degree preferred; 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 companypaid vacation, plus 3 personal days and 1 floater day per year
Flexible Medical and Dental benefit program with eligibility from day 1 of hire
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 companypaid 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
Stateoftheart office facility with onsite Cafeteria, Fitness Facility, Tim Hortons, Wellness Centre and more
Adoption Assistance coverage