Customer Care Professional

2 weeks ago

Brighton, United Kingdom American Express Full time
You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Commercial & Merchant customer base accounts for a significant proportion of American Express growth and revenue. Ensuring these customers have great experiences with us is key to supporting our customers in key segments from Small Business Card Members & Global Corporate partners to Merchant customers.

How will you make an impact in this role?
  • Consistently deliver extraordinary service for Commercial and Small Business Clients through inbound calls in a fast-paced, customer care environment with a keen focus on driving a Customer First mentality.
  • Consult with Card Members to understand their commercial needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.
  • Add value for our customers through Customer understanding and recommendation of relevant product offers/ benefits that deepen customer engagement and loyalty.
  • Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information aiming for first call resolution.
  • Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
  • Meet and exceed performance goals that include, but are not limited to: efficiency, quality, compliance regulations and & customer performance metrics.
Minimum Qualifications
  • Proven Customer Service experience in service industry.
  • Outstanding verbal and written communication skills
  • American Express Card Product knowledge/ Process and Procedure knowledge
  • Solid interpersonal skills to build strong relationships with card members and internal teams and colleagues.
  • A Problem-solver, with the ability to de-escalate difficult conversations.
  • Analytical and problem-solving skills with strong attention to detail
  • Outstanding organisational skills
Preferred Qualifications
  • Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
  • Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end
  • Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations
  • Passion for deepening Customer relationships, through exceptional listening Customer understanding & recommending products or tailored solutions.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
  • 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, onsite or virtual 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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