Amex Looking for Customer Care Professional at Toronto, ON Full Time

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 account-specific 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

Technical savvy to multi-task and navigate through computer systems and applications with speed and accuracy

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

This is a full time, permanent position with business hours from 9am-9pm EST Monday – Sunday. Successful candidates must be available to work hours within this timeframe to meet business needs.

Commitment, availability and successful completion of a mandatory twelve-week 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 company-paid 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 company-paid 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

State-of-the-art office facility with onsite Cafeteria, Fitness Facility, Tim Hortons, Wellness Centre and more

Adoption Assistance coverage

Currently, the Company requires that colleagues be fully vaccinated against COVID-19 in order to work in or visit any of our offices to conduct in-person business, subject to legally required exemptions. If the role you are applying for is designated as hybrid or onsite, you will be required to visit our Amex offices.

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person’s age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you require an accommodation based on these grounds, please immediately speak with the Recruiter for more information.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.