Customer Care Professional - Customer Engagement Network (CEN) - START DATE: Monday 16th Februa[...]

American Express; Brighton; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A global financial services firm is seeking a Customer Care Professional in Brighton. You will deliver exceptional customer service, build relationships, and meet targets while working in a dynamic environment. Strong interpersonal skills and resilience are essential. The role offers hybrid work options and various benefits including competitive salaries and medical insurance. Applicants must be eligible to work in the UK without visa sponsorship.

Benefits

Competitive base salary

Bonus incentives

Comprehensive medical benefits

Flexible working model

Career development opportunities

Qualifications

• Personal excellence and positive attitude in difficult situations.
• Passion for delivering outstanding service in customer interactions.
• Ability to work in a fast-paced and dynamic environment.
• Strong verbal and written communication skills.
• Assertiveness to handle difficult conversations.
• Critical thinking and strong attention to detail.

Responsibilities

• Deliver world-class customer service via phone.
• Build meaningful relationships with customers.
• Identify and offer suitable products to cardmembers.
• Meet and exceed quality goals and productivity targets.
• Navigate systems to enhance customer experience.

Skills

Customer service excellence

Interpersonal skills

Communication skills

Negotiation skills

Problem-solving skills

Attention to detail

Ability to multitask

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values 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 Servicing (GS) is responsible for the company’s customer service, travel & lifestyle, credit & collections, and fraud operations teams that serve our consumer, banking, merchant, and commercial customers around the world. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive innovation, and bringing a human touch to each customer interaction.

How will you make an impact in this role?

Your core responsibilities as a Customer Care Professional at American Express will include:

• Delivering world-class customer service, while responding to customer inquiries and concerns over the phone

• 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

• Enhance our customer’s experience by identifying opportunities to offer products based on our Cardmember’s needs

• Meet and exceed quality goals, compliance regulations and productivity targets

• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms

• Reprioritise and adapt to a constantly evolving environment

Minimum Qualifications:

• Demonstrate personal excellence by remaining positive in difficult situations

• Display a passion to serve by delivering outstanding service in every interaction with our Customers

• 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

• Strong interpersonal, communication, verbal, and written skills

• Assertiveness to handle difficult conversations

• Excellent negotiation, influencing and resourcefulness skills

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail

• Confidence to work in a virtual environment

• Shift work Monday to Sunday 7 days a week (working 5 days) - 35 hours a week

• Working hours between 7:30am - 22:00pm

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:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• 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.