American Express Careers

Customer Care Professional

Brussels, Belgium
Customer Care Operations


Job Description


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

He/she needs to be experienced in a usage of our main frame customer databases and needs to understand all product features and benefits.

He/She is responible for:

  • Handling internal and external customer and partner queries submitted by letter, email and mainframe customer databases and providing advise in a customer focused manner
  • Handling all administration with regards to maintenance of the customer profiles and setup
  • Ensuring that all customer contacts and requested changes to the profiles are documented in a complete and accurate way
  • Handling questions and administration with regard to the loyalty programme
  • Working within existing policies and procedures
  • Recognizing when to escalate and ask for support from team leader or senior colleague
  • Supporting on-boarding of new colleagues by explaining the details of the job in a clear and accurate way
  • Working in a disciplined way with a high level of accuracy
  • Be trusted to respect confidentiality with regard to all customer data
  • He/She works under the 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:

  • few or no precedent product knowledge is required, the function can be executed autonomously within a well-defined framework of policies and procedures with a minimum level of experience and education complemented with internal training
  • understand and correctly interpret known data within well-defined procedures
  • execute the tasks in a systematic way within a clear task description
  • transfer own knowledge and transfer way of working in a formal and informal way
  • answer correctly and in a structured way all received questions from customers and partners 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
  • able to adapt and change priorities

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: 18011313
Schedule (Full-Time/Part-Time): Full-time