Customer Service Analyst T2-II

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, youll 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.

How will you make an impact in this role

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future overdues with accounts that have a high exposure.

• Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future overdue with accounts that have a high exposure.
• This role involves interacting with corporate clients (Program Administrators, Account Development Managers, etc) and resolving their inquiries over email
• Take ownership of the email/issue and resolve to customer s expectations to deepen relationship and achieve highest level of customer satisfaction,
• Understand, determine and anticipate customer needs and present solutions as appropriate,
• Ensure all actions and requests are attended to within the service level agreements.
• Escalate unresolved issues to senior representative or team leader,
• Maintain a positive and effective work environment,
• Observe privacy act at all times when dealing with customers,
• Actively uphold the blue box values by not engaging in behaviors that do not support our corporate objectives to improve all areas of the service profit chain,
• Support changes that will be implemented out of business needs, adjustments to company policies, process,
• Liaise with other AmEx business units and develop relationship networking for the long-term benefit of the client,
• Actively uphold the blue box values.

Minimum Qualifications

• Graduate with a minimum work experience of 1-2 years preferably in card operations / customer services area

Preferred Qualifications

• Knowledge of corporate services operations will be an advantage,
• Excellent written and verbal communication, listening and probing skills,
• Strong organizational skills and ability to work as part of a team to achieve goals,
• Proven experience with negotiating/problem solving,
• Ability to work within a busy and demanding team environment,
• Strong interpersonal and networking skills,
• Commitment to the highest level of customer service,
• Analytical and problem-solving skills,
• Ability to identify and act on issues which may impact this corporate client,
• Ability to manage own priorities,
• Ability to maintain composure under pressure in a demanding environment,
• Strong knowledge of PC based software including MSOffice and Outlook. Language: English Language: English

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: