Los CCP de chat se comunican con los clientes a través del Chat Ask Amex y/o correo electrónico para responder preguntas, resolver problemas y solucionar necesidades de nuestros Comercios. Dado que funcionan en la primera línea del servicio al cliente, es importante que se sientan cómodos comunicándose con los clientes de forma escrita la mayor parte del tiempo.
Deberes y responsabilidades del CCP de chat
Para mantener satisfechos a los clientes y resolver con éxito cualquier situación que pueda surgir, los CCPs de chat realizan una variedad de tareas asumiendo estos deberes y responsabilidades:
Reciba y responda puntualmente a las consultas de los clientes siguiendo protocolos, políticas y procedimientos para este canal.
Resolver, documentar y dar seguimiento a las peticiones de los clientes usando las herramientas proporcionadas para esta tarea y facilitando la situación al cliente.
Conocer los procedimientos, servicios y productos que ofrecemos a la Red de Establecimientos afiliados a American Express
Desarrollar soluciones de servicio al cliente cuando las peticiones requieran iniciativa e inmediatez.
Identificar posibles errores del sitio web para reportar cualquier anomalía en nuestros servicios digitales.
¿Qué requerimos?
Lo que necesitas para ser exitoso…
Herramientas
Los CCPs de chat utilizan con frecuencia estas herramientas en su trabajo diario:
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day.
These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more.
For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
Learn more about us at:
https://www.americanexpress.com/careers
https://www.americanexpress.com/
https://www.facebook.com/AmericanExpressUS
https://www.instagram.com/americanexpress/
https://twitter.com/americanexpress
https://www.youtube.com/user/AmericanExpress
See our community guidelines at:
https://www.americanexpress.com/en-us/company/community-guidelines/
If you have a customer service issue or question, please visit www.americanexpress.com/contactus
