About this role
The Customer Engagement Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to our Card Members around the world. Our dedicated care professionals and partners strive to treat every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships.
Minimum Qualifications:
- Graduates with minimum of 1 year customer service experience, previous Chat experience strongly preferred.
- Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
- Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Member’s communication style.
- Resilience is needed to efficiently manage a steady stream of customer interactions, while balancing performance to meet a variety of metrics.
- Ability to multitask and answer multiple Card Member queries simultaneously, while toggling between screens/tools, without becoming overwhelmed
Preferred Qualifications:
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Proven analytical skills to analyze customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction