Customer Care and Service Rep (Virtual/Work From Home)
American Express Global Business Travel
Manitoba
As a Customer Service Representative, you'll be responsible for consistent, professional and tactful handling and disposition of our inbound customers. You will get the opportunity to wow our customers by demonstrating a passion to serve, build rapport and engage with our customers through a genuine connection with a human touch approach. We look to you to guide and educate our customers!

This position will provide a full range of superior, proactive customer service by:

Handling inbound calls from customers and recommending additional products and services when appropriate
Resolve customer inquiries at the first point of contact, whenever possible
Evaluate each account using supporting technology
Educate customers on products or services; utilize online knowledge source to ensure all interactions are accurate and compliant with all business processes and procedures

Experience and Skills needed:
1-2 years customer service experience preferred; telephone experience strongly preferred
Ability to handle high call volumes and make sound business decisions in an efficient manner
Ability to remain highly motivated in a fast-paced service environment
Analytical thinker and problem solver
PC proficiency required
Attention to detail and quality-oriented
Highly energetic with motivation to assist customers and other team members
Excellent listening and interpersonal skills
Confident, approachable and positive attitude which impacts their co-workers and customers
Adaptive to change
Excellent oral and written communication skills
Resilient personality and takes accountability
Demonstrate personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
Flexibility in work schedules as business needs change
Fluency in Spanish a plus and strongly preferred
Other information

Flexibility to work Shift work as a home-based agent, we are open 7 days a week.
Weekly hours of work may fluctuate between 25-40 hours
Internet Reimbursement
Dental and Medical benefits after 3 months
Paid Time Off program
Fitness Membership program
Shift premiums available based on selected shifts
Work From Home/Virtual roles

Educational Requirements :
High School Diploma or equivalent experience
College preferred

Responsibilities :
Handle large call volumes knowledgeably, providing excellent service to each caller
Utilize good logic skills to resolve customer inquiries and make quick decisions
Recognize and apply a “human touch” to each customer’s experience
Develop strong rapport throughout each call
Capture information and enter data into computer in a timely and accurate manner
Through effective listening, understand and make appropriate determination of customers’ service needs
Develop and create recommendations and solutions to enhance each customer’s experience and brand engagement
Follow-through on all commitments to customers
Redirect calls when appropriate
Follow escalation procedures to resolve fulfillment issues when needed
Maintain acceptable performance standards on all program metrics
AEGBT operates in a 24x7x365 environment in order to provide exceptional traveler care to our customers. These hours may change in order to meet business demands. With appropriate notice, all of our employees must be flexible to work at any time between those hours regardless of their current schedule. Periodically, employees may be required to work one or both weekend days, or as business needs dictate. As business demands change, these hours could change and shifts will be altered to include a time slot within the 24x7 hour period. Our company abides by all Federal and Provincial laws to ensure employees are compensated appropriately.

Location

CAN>MB>Virtual Location (36.25h)

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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