Global New Accounts Customer Care Professional, French 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.

Global New Accounts is a diverse, multicultural and dynamic department servicing nine key European markets within the 1 John Street Brighton Hub.

With a prime focus on delivering extraordinary customer service in all that we do, we are tasked with ensuring that the first experience customers have with American Express is one that demonstrates the principles of Relationship Care, whilst instilling trust, loyalty and most importantly security.

Responsibilities:

· Providing an exception level of customer service through both Inbound and Outbound telephone activity with customers

· Optimising Relationship Care to ensure a connection with our customers - Shaping/driving conversations to ensure content is relevant and beneficial

· Processing of charge/credit card applications for new or existing customers through a number of internal systems (Global New Accounts decisioning platforms (GNA) and servicing portal(NASP), Globestar)

· Understanding all relevant Risk, Compliance and Fraud criteria and ensuring they are strictly adhered to

· Taking ownership of customer queries received via email and actioning correspondence received via fax/post

· Liaising with potential prospects Bank's or Employee's to perform additional verification as required (Market Specific)

· Continuously seeking out new processing opportunities that could drive automation and ultimately improve customer satisfaction (Process Excellence)

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Desired profile

Skills required:

· Excellent communication skills both verbally and written

· Proven experience of delivering ‘above and beyond' customer service with an understanding of the core Relationship Care principles

· Ability to take control of difficult calls to ultimately provide FCR (First Contact Resolution)

· Effective and accurate decision-making skills

· High degree of accuracy and ability to multi task

· Fluent in French, English language



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.