Customer Care Professional - Commercial & Merchant Servicing

Every one of our Customer Care Professionals represents the American Express Brand. They take their work personally because they are more than a friendly voice on the phone, they are problem solvers and relationship builders. And the people you will work with, and the customers you will care for, value your passion and unique personality as much as we do.

Customer Care Professionals within the Merchant Servicing UK Team handle customer service inquiries and problems, use computerized systems for tracking information and/or troubleshooting and assess merchant customer needs and suggest/promote alternative products or services.

Join our fantastic team for UK Merchant team.

Based in Hybrid environment, this includes 3 days a week in the office and the option for 2 days working from home. 35 hours per week between Monday to Friday, shifts varying between 8am- 6pm.

How will you make an impact in this role?

• Your role is to provide excellent levels of service to American Express’ UK Merchants as well as providing internal support. You will be supporting a range of services by swiftly and accurately responding to phone calls from our customers, making it easy to do business with us, while solving customer issues and celebrating their value to us.

• You will be responsible for responding quickly and accurately to Merchant customer questions and issues via phone and cases (Low call volume- more case work)

• Own issues to the point of resolution

• Offer Merchant customers unique solutions

• Managing a workflow in line with departmental and individual goals and to departmental quality standards

• 80% phone based, 20% admin

We provide in-depth training for this role but to help you be at your best we are looking for applicants with the following skills

• Passionate about providing excellent customer service

• Computer literate to an intermediate level

• Organised, diligent, with attentive listening skills.

• Fast paced environment of variety of day-to-day workloads.

• We are seeking someone who is an outstanding multi-tasker with a flexible approach to daily tasks

• A problem-solving mindset.

• You will have previous Customer Service experience, either face to face or over the phone

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 work arrangements and schedules with hybrid and virtual options with Amex Flex

• 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