Customer Care Professional (CFN) - Swedish Speaking

Job description

American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success. Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more. We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.

The Customer Fulfilment Network (CFN) Nordic servicing customer care professional will work across high performing teams servicing business functions for all Nordic markets. CFN has high focus to build universal CCP's who can support across teams. The CFN Nordic teams are responsible for working cases and enquiries relating to disputes, new accounts, maintenance, data quality, allocations and Membership Rewards.

Assuring the highest standard of quality, customer service and relationship care at all times is crucial in every case and interaction, whether it is with an internal or external customer.

The candidate will have the exciting opportunity to be multi skilled across Nordic teams and functions, and duties may vary daily dependant on the resource and volumes of work on each function. The role will involve incoming and outgoing calls to internal as well as external customers.

The Swedish disputes team handles disputes end to end from taking the incoming call to investigating charges and ensuring correct liability based on valid documents provided from card members and merchants. As part of development within the Customer Fulfilment Network, there will be opportunities to be cross trained for other Nordic areas.

Responsibilities:

· Swedish Disputes taking incoming calls from our external customers and raising the initial dispute.

· Ensuring the customer feel they are in good hands and clearly communicate with the customers to create acceptance.

· Consumer maintenance and enquiries: processing all maintenance requests received from internal or external customers relating to maintaining the account information such as refunding a credit balance for a cancelled account address changes, investigating lost payments etc.

· Communicating the case status effectively to all parties involved whilst driving increased customer satisfaction and maintaining the excellent Voice of Card member results for the Nordic markets.

· Nordic new accounts and corporate setups: processing new Nordic corporate applications and Payment Allocations.

· Performing all required compliance checks on new customers according to specific country laws.

· Answering to all enquiries and chasing missing information on applications, liaising with internal teams and ensuring a positive customer experience.

· Allocating payments on business travel accounts with highest degree of accuracy, responding to queries, performing credit balance refunds, and maintaining financial integrity of accounts at all times

· Data quality root cause resolution of Business Travel Account invoice data quality issues to assure all statements have correct data by statement cut-off date

· Maintaining and building excellent working relationships with the travel agency key contacts in order to efficiently reduce the errors at point of entry

· Membership Rewards Maintenance and investigation of missing points, lost vouchers and goods and maintaining an excellent relationship with 3rd party companies.

· Financial Reconciliations for all EMEA markets.

This role may be subject to additional background verification checks.

Desired profile

To be successful in this role you will have:

· Customer service experience and ability to deliver outstanding customer service to demanding customers

· Attention to details

· Systems knowledge of Tsys, Globestar, Clic, CARE, CAPS will be an advantage

· Listening skills and clear communications skills

· Able to communicate verbally and written in English as well as Swedish (Swedish native level)

· Enthusiastic and energetic

· Team player

· Able to work on own initiative and drive team results

We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world's a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We're interested in where you came from, but we're even more excited about where you will go with American Express.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on ************@*******.** or +44 (0)116 2421776.



To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on ************@*******.** or +44 (0)116 2421776.