テレフォンコンサルタント - 大阪 (正社員)

American Express - More jobs by this advertiser










- スピードを要求される環境下で、カード会員からのインバウンドコールに応対します。


- カード会員からのお問い合わせに対し、簡潔、正確、かつ明快な情報を提供し、必要に応じてカード会員の情報をシステム上更新します。


- リレーションシップ・ケアを通して、卓越したサービスを提供します:各カード会員のニーズにあったソリューションの提供、カードベネフィットの強調、カスタマーエンゲージメントを深化させ、実質的な価値を高めるカスタマイズされたオファーの提供をします。


- 会員のニーズにあったソリューションを提供するために、さまざまなシステムツール用いて、ファースト・コンタクト・リゾルーション(一次完結)を達成します。


- カスタマー満足度、コール処理時間、スケジュール順守、コンプライアンス遵守等の成果目標を達成します。


 Description Summary


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 Customer Care Professional, you can build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with first-class training, schedule flexibility and progressive opportunities to grow.


As a member of our Customer Engagement Network and the voice of our Brand, you will receive inbound calls to provide Customer Service Support. 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.


Job Responsibilities


- Answering incoming calls from our card members in a fast-paced environment


- Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed


- 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


- Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution


- Meeting performance goals that include, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards


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




- カスタマーサービスの経験が3年以上あり、カスタマーの「真のニーズ」に応えることが、カスタマーサービスであることを十分理解している。


- スピードと数値目標の達成を要求される環境下でチャレンジできる。


- 創造的な問題解決を提供することに貪欲である。


- 簡潔、かつ論理的に物事を説明できるコミュニケーション能力を持っている。


- さまざまなカード会員の方に応対できる柔軟性を備えている。


- ストレスマネジメントができる。


- 個人、そしてチームの目標を達成するために、フィードバックを受け入れられる柔軟性を持っている。


- スケジュール順守ができる。


- 高校卒業、あるいは同等の資格を有している。学士号以上であれば尚可。




- Customer service experience understanding that “Customer Care” is to respond the genuine needs.


- Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment.


- Creative problem-solving, eager to find customized solutions


- Ability to communicate information in a clear and logical order


- Adaptability and flexibility to effectively navigate a variety of card member situations


- Self-awareness and resilience to efficiently manage a steady stream of customer calls while balancing performance metrics


- Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals


- Timeliness and reliability to adhere to your schedule each day


- High school diploma or equivalent required; bachelor’s degree preferred

15 February 2020
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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