You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Customer Care Professional – Consumer Product Services (Toronto Hybrid Role)
Role & Responsibilities:
How will you make an impact in this role as a Customer Care Professional?
- Consistently deliver extraordinary service on a high volume of inbound calls or digital chats in a fast-paced, structured, and regulated environment by following our Customer First philosophy.
Consult with Card Members and probe to understand their needs to resolve their inquiries and reinforce the benefits of card membership.
Address general and account-specific customer inquiries- statement and APR inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
Use your exceptional problem-solving skills to ask probing questions, identify root causes and deliver solutions to exceed Card Members’ expectations.
Recognize and add value for our Card Members through relevant messaging, product offers and benefit enrollments that deepen customer engagement.
Utilize your “service oriented” personality to develop and continuously improve key selling skills, including building rapport and a human connection to customers, with care and empathy, understanding customer needs, handling objections, closing sales or retaining customers.
Use tools and resources and probing questions to anticipate customer needs and resolve inquiries on the first contact.
Meet and exceed performance goals that include, but are not limited to: customer satisfaction, productivity targets, sales rates, adherence to quality, and compliance regulations.
This is an office-based position. Colleagues will work a hybrid model mix of virtual and in-office days (3 days in office subject to change).
We are open from 07 am to midnight Monday to Sunday. Shifts are expected to range between these hours (Monday to Sunday).
About Us:
- We hold a strong focus on diversity and inclusion initiatives.
We encourage career development through mentorship.
Flexibility and willingness to work in a shift environment. We promote a work-life balance (shift changes occur 1-2 times per year).
Monthly performance incentive.
We’re open from 7 a.m. to midnight Monday to Sunday EST.
About you:
- Fully bilingual in both French and English is a must.
Strong written and verbal communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
Exceptional ability to connect and engage with people.
Analytical and problem-solving skills with strong attention to detail.
Quick navigation ability, web-savvy, basic troubleshooting knowledge and ability to multi-task and toggle between screens/ tools.
Resilience to efficiently manage a steady stream of customer calls or chats, while balancing performance to meet a variety of metrics.
Demonstrate personal excellence by remaining positive in difficult situations.
Able to type accurately and quickly, to multitask and handle 2 chats simultaneously.
Timeliness and reliability.
Must be flexible and able to work during operating hours including at least one-day on the weekend.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
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 have a disability and need accommodation, please 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.
