American Express Careers

Account Consultancy Executive - German

Brighton, United Kingdom
Customer Care Operations

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Job Description


Do the right thing for our customers, our company and your career. 


The Account Consultancy Team (ACT) is based within the Commercial Servicing Network Europe. This Team is a multi-market team and we are tasked with assisting Managers of Account Development (MADs) with enquiries from external Clients as well as urgent, complex cases. As an Account Consultancy Expert (ACE), you will own complex queries end-to-end and provide a one-stop solution to maximise client satisfaction and contribute to a more refined workflow.

 

This will involve interacting with all necessary departments or teams within American Express to respond to and resolve urgent enquiries from GCP account managers and written cases. The resolution of these cases raised is not the end of the journey: ACEs will review if a root cause analysis is required to discover pain points in our processes that are impacting our business.

 

You will work cases from GCS on the phone or CLIC and you will use your outstanding Relationship Care skills to aide resolution. For cases outside your range of knowledge, you will review who is best placed to solve them and retain ownership until confirming their resolution to the clients.

 

ACT is a vibrant, very collaborative team with a great teamwork environment. Team members relish a challenge, display problem solving abilities and enjoy the prospect of facing new types of enquiries every day. ACT are always willing to support each other and work together to reach the optimum resolution. Successful applicants will have a positive attitude, analytical skills, strong sense of ownership, the ability to communicate solutions to partners effectively and be proactive with problem solving. A great sense of humour is also beneficial!

 

Responsibilities

  • Work cases from account managers (phone, CLIC)
  • Drive first contact resolution
  • Challenge urgency of phone requests where appropriate
  • Ownership and monitoring of cases forwarded to other teams, until they are resolved
  • Review and understanding of solutions of cases transferred to other teams
  • Written closure e-mails to external clients
  • Root cause assessment

American Express are pleased to offer a competitive international relocation package. Details and conditions will be shared on application.


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:

  • Fluent German Speaker - written & spoken           
  • Corporate product expertise would be beneficial but not compulsory
  • Knowledge of key systems from a functional standpoint such as CLIC / CARE / WCC / @work / Globestar / CAS etc. would be beneficial but not compulsory

Office hours will normally be between 8am to 5pm (GMT) Monday to Friday within a 35 hour-working week.

 

American Express are pleased to offer a competitive relocation package. Details of this will be shared on application.

 

 

For overviews, please contact Marjo B Short



Why American Express?

There’s a difference between having a job and making a difference.

 

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

 

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

 

Because we believe that the best way to back our customers is to back our people.

 

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

 

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.



ReqID: 19003359
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 20, 2019, 6:21:11 AM
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