Introduction to American Express
At American Express, we pride ourselves on being a company that values its employees' contributions, management, and effect. Each colleague has the opportunity to share in the business enterprise's achievement, and we strive to uphold our organization values and effective backing promise to offer the world's first-class customer experience every day. With integrity at the forefront, we foster an environment where each person is seen, heard, and feels like they belong. As a leader in the financial industry, American Express is committed to innovation, customer satisfaction, and employee growth.
About the Role
We are seeking an experienced Remote Data Entry and Live Chat Specialist to join our team in Costa Rica. As a key member of our Customer Listening Team, you will be responsible for handling the end-to-end Voice of the Customer technique, which includes the design and programming of customer experience surveys. With over 5 million surveys received from clients each year, this role is crucial in helping us understand our customers' needs and preferences. You will work closely with product and process owners, subject matter specialists, and the agile team in technology to drive the transformation and innovation of our Voice of the Customer method.
Key Responsibilities
- Assist in the development and maintenance of the new Voice of the Customer technique sourced from Cornerstone and integrated with the survey and dashboard platform hosted by Qualtrics
- Work closely with the application teams to outline, frame, and capture business needs
- Develop knowledge of Voice of the Customer methods and leverage the same to define and transform the data within the Cornerstone big data platform
- Design and build a robust data model architecture to aid most fulfilling data processing and standardized metric definitions
- Enable big data and batch/real-time analytical solutions leveraging transformational technologies (Hadoop, HDFS, MapReduce, Hive, Spark, and Python) to deliver innovative solutions ensuring data quality and accuracy through intensive testing at variable and use case level
- Provide guidance to enhance competencies to drive efficiency in computing programs using big data ecosystem
- Power customer story evaluation & elaboration, design and development of software programs, testing & builds automation tools
- Proactively identify and automate manual tasks to improve quality and efficiency
Essential Qualifications
To be successful in this role, you should have:
- Hands-on development experience on Hive/Hadoop, PySpark, Python, shell scripting languages, development launch management, and troubleshooting understanding for data-driven projects for a span of no less than 3+ years
- Familiarity with Agile methodologies of delivery, where small increments of a product are introduced at regular intervals to the business groups
- Experience working closely with dating managers/product owners for understanding the functional requirements and converting them into technical deliverables
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience with big data ecosystem and transformational technologies
- Knowledge of data modeling and data architecture
- Familiarity with Qualtrics survey and dashboard platform
- Experience working in a remote or hybrid environment
Skills and Competencies
To excel in this role, you should possess the following skills and competencies:
- Strong analytical and problem-solving skills
- Excellent communication and collaboration skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong attention to detail and ability to maintain high levels of accuracy
- Ability to learn quickly and adapt to new technologies and processes
Career Growth Opportunities and Learning Benefits
At American Express, we are committed to the growth and development of our employees. As a Remote Data Entry and Live Chat Specialist, you will have access to:
- Career development and education opportunities
- Training and mentorship programs
- Opportunities to work on innovative projects and technologies
- A collaborative and dynamic work environment
Work Environment and Company Culture
At American Express, we prioritize the well-being of our employees and their loved ones. We offer a range of benefits, including:
- Competitive base salaries
- Bonus incentives
- Support for financial well-being and retirement
- Flexible working models with hybrid, on-site, or digital arrangements depending on position and business need
- Generous paid parental leave policies (depending on your location)
- Free access to on-site health facilities staffed with nurses and doctors (depending on location)
- Free and confidential counseling aid through our Healthy Minds program
Conclusion
If you are a motivated and experienced data entry and live chat specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. With a competitive salary of $35/hour and a range of benefits, this role offers the perfect combination of career growth and work-life balance. Join our team in Costa Rica and be part of a dynamic and innovative company that values its employees and prioritizes customer satisfaction. Apply now and take the first step towards an exciting new career with American Express!
Apply Now