American Express Senior Customer Care Professional (G6) - Osaka in Osaka, Japan

Description Summary American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success.

Our award-winning Customer Care organization delivers phone support to millions of these customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs.

Working as a senior Customer Care Professional, you can build a career, delivering on our brand promise, providing world-class service to our customers and assisting a Team Leader of Customer Engagement Network, while we support you with progressive opportunities to grow.

As a member of our Customer Engagement Network and the voice of our Brand, you will receive inbound calls to provide Customer Service Support. Our unique servicing philosophy, Relationship Care, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.

Job Responsibilities Ÿ

  • Answering incoming calls from our card members in a fast-paced environment Ÿ

  • Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed Ÿ

  • Delivering extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members Ÿ

  • Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution Ÿ

  • Meeting performance goals that include, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards Ÿ

  • Handling of Customer Escalations/Complaints to ensure delivery of superior service Ÿ

  • Assisting Team Leader that you belong to improve team members’ performances to achieve goals Ÿ

  • Managing a team of 12 - 15 Customer Care Professionals and floor operation in the absence of Team Leader

This role may be subject to additional background verification checks.

  • Customer service experience understanding that “Customer Care” is to respond the genuine needs.

    -Ÿ Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment. Ÿ

  • Creative problem-solving, eager to find customized solutions Ÿ

  • Ability to communicates information in a clear and logical order Ÿ

  • Adaptability and flexibility to effectively navigate a variety of card member situations Ÿ

  • Self-awareness and resilience to efficiently manage a steady stream of customer calls while balancing performance metrics Ÿ

  • Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals Ÿ

  • Demonstrated competency in driving results, collaborating and influencing others, meeting and exceeding customer expectations Ÿ

  • Business English’s ability preferred. Ÿ

  • High school diploma or equivalent required; bachelor ’s degree preferred

Job Operations

Title: Senior Customer Care Professional (G6) - Osaka

Location: Japan-Osaka-Fu-Osaka

Requisition ID: 16016166