At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
Global Customers select the American Express International Currency Card product suite because of its renowned reputation for delivering superior and exceptional Customer Service experiences throughout the lifecycle of the relationship. The customer base is UK, as well as global, multi-lingual.
How will you make an impact in this role?
The Customer Care Professional is tasked with delivering superior experiences and developing relationships with our customers. In joining this team, you must be an advocate of Premium Service.
Responsibilities:
1. Provide a world class service to card members, through frontline service delivery on a variety of ICC and UK products and processes.
2. The major focus of this role is to act as a primary service delivery contact for the International Currency Card & UK Cardmembers using courtesy, tact and sensitivity when handling incoming enquiry calls of a routine nature.
3. Building and management of cross-departmental relationships to ensure CEN success.
4. Accurately interpret Amex policies and procedures to provide innovative solutions to resolve customer enquiries.
5. Delivering outstanding service at every turn is paramount and this is the critical challenge associated with the position.
This is a frontline, inbound, phone-based role.
Your core responsibilities as a Customer Care Professional at American Express will include:
6. Delivering world-class customer service, while responding to customer inquiries and concerns over the phone
7. Building meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer and American Express
8. Enhance our customer’s experience by identifying opportunities to offer products based on our Cardmember’s needs
9. Meet and exceed quality goals, compliance regulations and productivity targets
10. Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
11. Reprioritize and adapt to a constantly evolving environment
Minimum Qualifications:
12. Demonstrate personal excellence by remaining positive in difficult situations
13. Display a passion to serve by delivering outstanding service in every interaction with our Customers
14. The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
15. Strong interpersonal, communication, verbal, and written skills
16. Assertiveness to handle difficult conversations
17. Excellent negotiation, influencing and resourcefulness skills
18. Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
19. Confidence to work in a virtual environment
20. Shift work (7.30 - 20.00) Monday to Sunday 7 days a week (working 5 days) - 35 hours a week
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
21. Competitive base salaries
22. Bonus incentives
23. Support for financial-well-being and retirement
24. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
25. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
26. Generous paid parental leave policies (depending on your location)
27. Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
28. Free and confidential counseling support through our Healthy Minds program
29. Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.