Taiwan Consumer and Commercial Servicing Analyst

• Service Customers via e-mail or phone using Traditional Mandarin and English
• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment
• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable
• Address customer inquiries and issues in a timely and accurate fashion
• Analyze customer information and make sound decisions while maintaining high customer satisfaction
• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions
• Meet and exceed performance goals that include customer satisfaction, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies

• Able to converse fluently in both Mandarin and English
• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Customer’s communication style
• Resilience needed to efficiently manage a steady stream of Customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time
• Passion to serve, recommending products or solutions tailored to each Customer
• A problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact
• Proven analytical skills to analyze account data and make sound business decisions
• A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations
• Flexibility to handle a variation of Customer questions and/or issues
• High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines

Customer service experience, ideally in a contact center environment

• 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 or onsite 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