American Express Card Members can contact us via different mediums - chat, email, voice call, or via walking into any of the contact centers.
Our business area is in the realm of chat, where American Express offers Click-to-Chat as a medium of contact to all of its all customers.
The online banking system is designed to address high-contact drivers, proactively assisting card members struggling to replace their cards or making payments online while reducing cost-to-service.
It enables the card members to interact real time in their journey of choice increasing customer satisfaction. The Click-to-Chat process supports the card members, encompassing anyone who has an account domiciled in the US that provide services ranging from assisting card members making payments or trying to replace their cards. Job Responsibilities :
Ability to comprehend and respond to all customer queries through chat with immediate resolution (real time) to ensure customer satisfaction.
Deliver to the employees, customer and shareholder metrics as per goals.
Adherence to quality and compliance guidelines
Communicates effectively through written communication
Ability to recognize tone and mood of customer through chat conversations
Adaptable and customer centric approach to situations to deliver superior service
Personalization / Empathy in communication
Ability to address 2-3 conversations simultaneously
Recognizes knowledge gaps and researches to respond
What’s in it for you?
Attractive base pay
Highly competitive performance-based bonus
Health, dental, vision and life insurance
Free HMO coverage from day 1 for the employee and dependents. No maximum number of dependents. Employee may enroll as many as possible as their dependent so long as they're eligible.
Career development including trainings and career growth
Generous maternity / paternity paid leave
Private mother’s room
Fun karaoke room
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
6 months to 2 years of chat experience in financial services / customer service
At least college-level education
Typing speed of at least 30 WPM with 90% accuracy
Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
Multitasking : Ability To Toggle Between Screens / Tools