Dispute Resolution Specialist

American Express; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

American Express in Sydney is seeking a Customer Service Specialist focused on listening to customers throughout their complaint journey, using all available tools and partnering with teams to determine the right way forward.

You will stay highly organized, accessible across channels, and contribute as a supportive, high-performing colleague within a large enterprise, helping to improve our customers’ experience with Amex.

Qualifications

• Experience in complaints handling or financial services is advantageous.
• Excellent verbal and written communication skills are essential.
• Strong interpersonal skills and ability to build relationships with customers and colleagues.
• Ability to remain calm and solve problems in challenging situations.
• Good time management and ability to prioritise tasks across channels.
• Familiarity with customer journeys and card products is beneficial.

Responsibilities

• Listen to customers, and communicate constantly throughout their complaint journey.
• Use all available tools, and partner with all teams necessary to determine the right way forward.
• Be inquisitive and look for ways to improve our customers’ experience with Amex, making their lives better.
• Maintain high levels of organisation, and availability across all channels of contact.
• Be an active and supportive colleague within a high performing team, and the wider enterprise.

Skills

Customer service experience

Verbal communication

Interpersonal skills

Problem solving

Time management

Card products knowledge

Job description

Listen to customers, and communicate constantly throughout their complaint journey

Use all available tools, and partner with all teams necessary to determine the right way forward

Be inquisitive and look for ways to improve our customers’ experience with Amex, making their lives better

Maintain high levels of organisation, and availability across all channels of contact

Be an active and supportive colleague within a high performing team, and the wider enterprise

RESPONSIBILITIES

• Listen to customers, and communicate constantly throughout their complaint journey

• Use all available tools, and partner with all teams necessary to determine the right way forward

• Be inquisitive and look for ways to improve our customers’ experience with Amex, making their lives better

• Maintain high levels of organisation, and availability across all channels of contact

• Be an active and supportive colleague within a high performing team, and the wider enterprise

QUALIFICATIONS

• Complaints, credit or financial services experienceis highly regarded

• Customer service experience and passion is essential

• Outstanding verbal and written communication skills

• Interpersonal skills and ability to build relationships with customers and colleagues

• Able to solve problems, and seek them out, with the ability to remain calm during challenging scenarios and interactions

• Ability to manage your time, prioritise, and keep on track

• Familiarity with customer journeys, card products, processes and procedures is highly regarded

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