Customer Servicing Team Leader – American Express Italy future need

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Job Description

Job description:

Know the way forward. Show the way forward.

Be one of our dynamic Team Leaders, and create an engaging, high-performing environment for our Customer Servicing departments to deliver an outstanding service experience for Italian Market.

You’ll manage, lead and coach with passion a team, encourage real commitment to customers and use your strong leadership and motivational skills to inspire an extraordinary service. One that surpasses expectations and reaches our business’ goals with outstanding results.


Don’t just inspire followers. Create future leaders.

You’ll give our customers what they want by focusing on some specific areas:

  • Improving your team’s performance recognizing key performance indicators and taking targeted action

  • Managing and developing a team of Customer Servicing Professionals through 1:1 coaching, performance management and building a cohesive team highly capable of delivering excellent customer satisfaction

  • Career coach: partner with the team to identify areas of growth, supporting them to clarify their desired career goals and plan the necessary steps to achieving them

  • Providing ongoing leadership and support to everyone in your team, demonstrating agile leadership facilitating and actively supporting talent pipeline

  • Inspire the team to commit to delivering exceptional service, with a clear focus on Will to Win, to ensure that the team deliver the highest Customer Service standards and therefore drive Customer satisfaction at every point

  • Collaborating with other business units, international teams and external vendors

  • Being responsible for the first level of control on the third parties activities (internal and external partners)


Required skills:

What you’ll need:

  • Previous experience in a leadership/supervisory role (min. 1 year in the role) is strongly preferred

  • A background in a call center environment would be considered a plus

  • Good knowledge of Office tool (in particular Excel and Power Point) and analytical skills

  • Excellent written and spoken communication skills both in Italian and in English

  • Ability to communicate effectively at all levels and ability to make decisions in a dynamic environment

  • Ability to establish strong relationships internally with other Business Units and externally with vendors

  • Strong consultative coaching skills, and the strength of personality to motivate and inspire your team, using Relationship Care Principles

  • Good time management and the organization to effectively prioritize your team’s workloads

Hours of Work:

We look for talents available to work on Rotating Shifts to support the teams and manage the operational flows.

Watch the full video here:

#AmericanExpress #GreatPlaceToWork #ColleagueValueProposition

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


We welcome applications from candidates with Protected Category status. 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 or 00800 83 000038.

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world – including Great Place to Work Italia’s Best Workplace amongst Large Companies and Best Workplace for Millennials awards in 2018. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

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.


ReqID: 19005459
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 18, 2019, 10:07:36 AM