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 Team Leader of Customer Engagement Network, you can build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with progressive opportunities to grow.
As a member of our Customer Engagement Network, you will lead a team of Customer Care Professionals. 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.
Leading a team that consists of 1-2 Senior Customer Care Professionals and 12-14 Customer Care Professionals, managing their performances, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards, monitoring their calls, having one to one coaching, conducing mid-year/ year-end reviews and team meetings
Ensuring adequate staffing levels to maintain service levels and employee satisfaction; supporting recruitment, motivating and developing team members.
Developing relationship management with key business partners
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
Initiating process improvements by identifying service delivery gaps, offering solutions and successfully implementing ideas to enhance American Express products and services.
Supporting execution of strategies to optimize the margins at which we deliver superior service.
Handling of Customer Escalations/Complaints to ensure delivery of superior service
Offer of employment with American Express is conditioned upon the successful
completion of a background verification check, subject to applicable laws and regulations.
Direct people leading experience of 2-5 years in a Call Center customer service environment, understanding that “Customer Care” is to respond the genuine needs.
Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly while demonstrating flexibility/adaptability/personal accountability.
Demonstrated follow-up, coaching and conflict resolution, superior communication and interpersonal skills.
Previous exposure to drive Voice of Customer metrics and improve operation processes.
Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals
Business English’s ability preferred
Bachelor’s degree preferred
Please note: No relocation assistance will be provided
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 22, 2019, 5:20:07 AM