At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviours, 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.
The Commercial & Merchant customer base accounts form a significant proportion of American Express growth and revenue. Ensuring these customers have great experiences with us is key to supporting our customers in key segments from Small Business Card Members & Global Corporate partners to Merchant customers
How will you make an impact in this role?
1. Consistently deliver extraordinary service for Commercial and Small Business Clients through inbound calls in a fast-paced, customer care environment with a keen focus on driving a Customer First mentality
2. Consult with Card Members to understand their commercial needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
3. Add value for our customers through Customer understanding and recommendation of relevant product offers/ benefits that deepen customer engagement and loyalty
4. Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information aiming for first call resolution
5. Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
6. Meet and exceed performance goals that include, but are not limited to: efficiency, quality, compliance regulations and & customer performance metrics
Minimum Qualifications
7. Proven Customer Service experience in service industry
8. Outstanding verbal and written communication skills
9. Solid interpersonal skills to build strong relationships with card members and internal teams and colleagues
10. A Problem-solver, with the ability to de-escalate difficult conversations
11. Analytical and problem-solving skills with strong attention to detail
12. Outstanding organisational skills
Preferred Qualifications
13. Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
14. Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end
15. Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations
16. Passion for deepening Customer relationships, through exceptional listening Customer understanding & recommending products or tailored solutions
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
ukWe 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:
17. Competitive base salaries
18. Bonus incentives
19. Support for financial-well-being and retirement
20. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
21. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
22. Generous paid parental leave policies (depending on your location)
23. Free access to global on-site wellness centres staffed with nurses and doctors (depending on location)
24. Free and confidential counselling support through our Healthy Minds program
25. 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.