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Customer Care Professional - Merchant EMEA – French/German and English Advanced skills

Job Description

You Lead the Way. We’ve Got Your Back.

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 redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the American Express Customer Care Professional position may be an ideal fit for you.

 

As a Customer Care Professional, you serve as the face and voice of the American Express brand. You have the opportunity to make a meaningful difference in the lives of merchants. Our unique servicing philosophy, Relationship Care puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. 

 

As a Customer Care Professional in Back office, your goal will be to provide exceptional Relationship Care on every interaction to drive brand loyalty. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.  You will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.

 

Main Responsibilities:

 

  • Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment.
  • Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy.
  • Grow and nurture customer relationships on every interaction that results in measurable Customer value.
  • Document necessary account information and offer custom solutions that benefit the customer.
  • Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.
  • Attend customer's calls in order to do a following of their cases.

Minimum Qualifications

Skills & Qualifications

 

  • Fluency in writing and speaking in advanced German or French; English is a must (Excluding).
  • This position operates in a Monday - Friday environment and we require availability ranging from 8am-8pm, sometimes holidays or weekends also.
  • Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.
  • Demonstrated consultative experience, ability to influence, resourceful.
  • Exceptional listening and relationship building skill.
  • Demonstrated resiliency in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment.
  • Creative problem-solving, eager to find customized solutions.
  • Experience owning or working in a small business a plus.
  • High school diploma or equivalent required.
  • Bachelor’s degree preferred - Education benefits available.
  • Service vocation to contact customers.

 

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
 “Our objective is to guarantee this is a place where all colleagues are committed, have a voice in the company, and are able to reach their full potential. Because here in AMEX, being yourself matters.”
– Hiring Leader, service

 

Tags: CFN
ReqID: 21002543
Schedule (Full-Time/Part-Time): Part-time
Date Posted: Feb 11, 2021, 8:32:23 AM