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- Tasks: Deliver world-class customer service and build meaningful relationships with customers.
- Company: Join American Express, a leader in innovation and customer care for 175 years.
- Benefits: Enjoy competitive salaries, flexible working options, and comprehensive health benefits.
- Why this job: Make an impact while developing your skills in a supportive and dynamic environment.
- Qualifications: Strong communication skills and resilience in a fast-paced setting are essential.
- Other info: Work shifts between 7:30am and 10:00pm, with opportunities for career growth.
The predicted salary is between 28800 - 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\’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
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.
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Customer Care Professional - Customer Engagement Network (CEN) - START DATE: Monday 1st Septemb[...] employer: American Express
Contact Detail:
American Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Professional - Customer Engagement Network (CEN) - START DATE: Monday 1st Septemb[...]
✨Tip Number 1
Familiarise yourself with American Express's core values and leadership behaviours. Understanding their culture will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare to discuss specific examples of how you've delivered outstanding customer service in the past. Highlighting your ability to handle difficult situations and provide first contact resolution will demonstrate your fit for the role.
✨Tip Number 3
Practice your communication skills, especially in a virtual setting. Since the role involves navigating multiple systems while engaging with customers, being articulate and clear will be crucial in making a positive impression.
✨Tip Number 4
Showcase your adaptability by discussing experiences where you've successfully managed change or worked in fast-paced environments. This will illustrate your resilience and ability to thrive under pressure, which is essential for this position.
We think you need these skills to ace Customer Care Professional - Customer Engagement Network (CEN) - START DATE: Monday 1st Septemb[...]
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the core responsibilities and qualifications required for the Customer Care Professional position. Tailor your application to highlight how your skills and experiences align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service roles. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to deliver outstanding service.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your understanding of American Express's values. Provide specific examples of how you've successfully handled customer inquiries and built relationships in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in customer care.
How to prepare for a job interview at American Express
✨Understand the Company Culture
Before your interview, take some time to research American Express and its values. Familiarise yourself with their commitment to customer service and innovation. This will help you align your answers with their culture and demonstrate that you're a good fit.
✨Showcase Your Customer Service Skills
As a Customer Care Professional, your ability to deliver outstanding service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or built strong relationships. Highlight your consultative approach and how it led to positive outcomes.
✨Demonstrate Adaptability
The role requires working in a fast-paced environment and adapting to changes. Be ready to discuss situations where you've had to quickly adjust your approach or priorities. This will show your resilience and ability to thrive under pressure.
✨Prepare for Role-Playing Scenarios
You might encounter role-playing exercises during the interview to assess your problem-solving and negotiation skills. Practice handling difficult customer interactions and think about how you would navigate these conversations effectively while maintaining a positive tone.
