American Express Careers

Customer Care Professional

Brussels, Belgium
Customer Care Operations


Job Description


The Customer Care Professional – Corporate/BTA has a good understanding of our products and services for the specific area he/she works in.

He/she needs to be experienced in using our main frame customer databases and needs to understand all product features and benefits of the area he/she works in.

He/She is responsible for :

  • Ensuring customer satisfaction, by delivery excellent service to our internal and external customers including corporate contact persons and travel agencies
  • Handling all queries from internal and external customers including corporate customers (program administrators) and travel agencies using the BTA product
  • Maintenance of the customer profile and all administration around it including card applications.
  • Controlling outstanding credit balances on corporate accounts
  • Handling debt collection on BTA accounts and control/review credit worthiness in line with risk procedure
  • Ensure correct reporting is produced and reworked for operational purposes
  • Investigating payments to ensure they get allocated to the right accounts to be processed in a correct way
  • Understanding and working with basic instructions, information and procedures required in order to perform the job
  • Explaining the details of the job in a clear, concise and accurate way to support new hires on materials available
  • Respecting confidentiality with regards to all data

The weight of each activity will be determined in the PMP.

He/She works under supervision of a team leader.


Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Qualifications


Required skills:

  • possess preceding knowledge and experience of the products, services and procedures within the own domain and execute a number of well-defined tasks instructed and supervised by a team leader
  • process data out of one specific sub-discipline and look for pattern and cause /effect
  • act on own initiative within well-defined guidelines and procedures based on materials available and able to propose normal improvements under supervision of a team leader
  • transfer own knowledge and transfer way of working in a formal and informal way
  • answer correctly and in a structured way more complex questions from internal and external corporate customers according to set rules and procedures. Able to correctly report on data and incidents
treat others fair, respect confidentiality and approach others in an honest way
  • process data in a timely and accurate manner

Education and learning time

  • The function requires a knowledge that is at least equivalent to a secundary degree (or equivalent experience) with 3 to 6 months learning time

Languages

  • Dutch - Experienced (written & oral)
  • French - Experienced (written & oral)
  • English - Experienced (written & oral)

Other

  • MS Office - Experienced
  • Proprietary IT platforms
  • Job specific IT systems

 



ReqID: 18010802
Schedule (Full-Time/Part-Time): Full-time