At a Glance
- Tasks: Support customers through challenging times with empathy and problem-solving skills.
- Company: Join American Express, a leader in customer care with a rich history of innovation.
- Benefits: Enjoy competitive salaries, flexible working options, and comprehensive health benefits.
- Other info: Experience a supportive team environment with opportunities for growth and development.
- Why this job: Make a real impact by helping vulnerable customers while developing your career.
- Qualifications: Strong communication skills, resilience, and a knack for problem-solving are essential.
The predicted salary is between 30000 - 42000 £ per year.
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 will 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.
Our Consumer Credit department encompasses a variety of different teams who strive to ensure that American Express' ideals are constantly upheld. Within this role, you will support our customers facing financial difficulties alongside those that may be going through a particularly challenging time. Conversations can be challenging as they discuss sensitive subjects such as mental/physical health, bereavement & loss of income with customers who are vulnerable. Our Financial Specialists are more than just a voice on the phone – they are problem solvers and relationship builders, with a strong focus on customer care and brand representation.
Our Brighton office is a 24/7 Service Centre environment. There are different shifts and teams available, and flexibility is required based on business needs. This role involves working on a rotating shift pattern, with a contract for 35 hours per week, 5 days a week, and two days off. The shifts cover the hours between 7am to 9pm, Monday-Sunday.
How will you make an impact in this role?
- Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
- Maintain a calm, non-judgmental tone, even in high-pressure scenarios.
- High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines.
- Offer consultative support and recommending products or solutions tailored to each Card Member.
To ensure success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will support with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases. Specialists in the Financial Support team also gain invaluable experience that could enable you to excel as your career continues at American Express.
Minimum Qualifications
- Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
- A natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member's communication style.
- Resilience and empathy are needed to efficiently manage a steady stream of diverse customer calls (including vulnerable customers), whilst balancing performance to meet a variety of metrics.
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
- A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
- Able to be flexible, adaptable, and work as part of a team within a highly supportive and collaborative environment.
Preferred Qualifications
- Customer Service experience, ideally in a Contact Centre environment.
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.
Customer Care Professional in Brighton employer: American Express
At American Express, we pride ourselves on fostering a supportive and inclusive work environment that prioritises the well-being of our employees. Our Brighton office offers flexible working arrangements and comprehensive benefits, including competitive salaries, extensive training, and career development opportunities, ensuring that every Customer Care Professional can thrive both personally and professionally. Join us to make a meaningful impact while being part of a team that values your voice and ideas.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Professional in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at American Express. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like American Express before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Professional in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to American Express:Your cover letter is your chance to shine! Tell us why you want to work at American Express specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at American Express!
How to prepare for a job interview at American Express
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
