Customer Care Professional with Advanced German & English Skills - Merchant Back OfficeAt American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible — and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. You can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world-class, customer-first service. Find your place in service on #TeamAmex.
How will you make an impact in this role?
As a Customer Care Professional in Back office, your goal will be to provide exceptional Relationship Care on every interaction to drive brand loyalty. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.
Main responsibilities:
Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast-paced, structured customer care environment.Resolve product or service inquiries by asking probing questions, determining the cause of the issue, and selecting and articulating the best solution to drive brand advocacy.Grow and nurture customer relationships on every interaction that results in measurable customer value.Document necessary account information and offer custom solutions that benefit the customer.Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency, and quality.Attend to customer calls in order to follow up on their cases.Skills & Qualifications:
Fluency in writing and speaking in advanced German & English is a must.This position operates in a Monday - Friday environment, and we require availability ranging from 2pm-8pm, sometimes including holidays or weekends. Flexibility is required.Demonstrated resiliency in a fast-paced, metric-driven environment with proficient multitasking and navigation in a Windows environment.Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.Demonstrated consultative experience, ability to influence, and resourcefulness.Exceptional listening and relationship-building skills.Creative problem-solving, eager to find customized solutions.Experience owning or working in a small business is a plus.High school diploma or equivalent required.Bachelor's degree preferred - education benefits available.Service vocation to contact customers.At American Express, we are proud to celebrate and promote diversity, as well as being committed to the principles of Equal Employment Opportunity. Our mission is to continue creating a diverse and inclusive environment that fully supports your personal and professional development. Be yourself, be in American Express.
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:
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.
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