Customer Care Professional

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

• Working from our office in Taipei, you will service Premium Customers in Taiwan and speak fluently to our card members in Mandarin
• Deliver extraordinary care, on calls, to a wide range of American Express customers with a variety of requests
• Offer custom solutions and negotiate a positive outcome for the customer and American Express, aiming for first call resolution when possible
• Meet and exceed quality goals, compliance regulations and productivity targets
• Document necessary information
• Re-prioritize to adapt to the ever changing environment
• 透過電話以清晰、流利中英文，為美國運通信用卡/簽帳卡頂級卡會員服務
• 透過電話服務，妥善處理卡會員多元化需求、傳遞產品優惠權益、提供卓越貼心服務
• 有效解決卡會員的問題與諮詢、主動積極尋求雙贏的解決方案，盡可能於與卡會員第一次通話即完成需求、解決問題
• 傾聽並理解客戶卡會員的反饋、反映及抱怨
• 熟悉內部系統與作業流程、達成客戶滿意度目標、遵守法規與公司營運品質
• 嚴謹慎、完整地記錄必要訊息、追蹤並完成卡會員之需求
• 能彈性調整工作優先順序

Qualifications

• Able to converse fluently in Mandarin language and strong verbal communication skills
• Have relevant experience in Customer Service, Sales or Hospitality industry
• Fresh graduates are welcome to apply!
• Flexible to work in rotational shift
• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering extraordinary service in every interaction with our customers
• The ability to work in a fast paced environment as well as multitask and re-prioritize on a regular basis
• Strong interpersonal, communication and listening skills
• Strong verbal and written communication skills
• Excellent negotiation, influential and resourceful skills
• Analytical and problem solving skills with strong attention to detail
• 精通中文、基本英文會話；口語表達清晰、流暢
• 兩年以上客戶服務相關經驗
• 能彈性調整配合輪班工作
• 具抗壓性、積極、正向、熱情
• 展現具服務熱誠情、樂於學習、願意接受挑戰、喜愛團隊合作
• 能適應在快速變化的環境並有能力彈性調整工作順序
• 善於聆聽與並具良好的人際溝通技巧
• 具備細心、耐心與應變能力
• 歡迎大學應屆畢業生申請