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Customer Care Professional

hace 3 meses

Madrid, Madrid, España Amex A tiempo completo
**Tu percorri la strada. Noi ti copriamo le spalle.**

In American Express sappiamo che con il giusto sostegno, le persone e le aziende hanno il potere di progredire in modi incredibili. Sia che stiamo supportando finanziariamente i nostri Clienti per accrescere il proprio business o incoraggiando le persone ad esplorare il mondo, i nostri Colleghi ridefiniscono costantemente ciò che è possibile e siamo orgogliosi di sostenerci a vicenda in ogni fase del percorso. **Quando ti unisci al #TeamAmex**, entri a far parte di una comunità diversificata di oltre Colleghi, tutti con l'obiettivo comune di offrire un'esperienza eccezionale ai nostri Clienti ogni giorno.

Essendo un brand costruito sul superamento delle aspettative per fornire la migliore esperienza possibile al Cliente, avere dei Colleghi eccezionali è fondamentale. Come volto dell'Azienda, puoi creare interazioni positive con i nostri Clienti ogni giorno, dalla costruzione di un'esperienza di viaggio o di lifestyle personalizzata al supporto per tutte le loro esigenze quotidiane. Inoltre, puoi accrescere le tue capacità attraverso una formazione leader del settore ed un coaching continuo, imparando cosa significa stabilire costantemente lo standard di riferimento per un servizio al Cliente di prima classe.

**Ruolo e Responsabilità**:
Un lavoro significativo e gratificante, svolto con integrità
- Ecco alcune delle cose che farai in questo ruolo:

- Fornire un Customer Service di prim'ordine, rispondendo alle richieste e ai dubbi dei Clienti tramite più canali (chiamate, chat, messaggistica mobile)
- Costruire relazioni significative con i nostri Clienti attraverso un approccio consulenziale, comprendendo le loro esigenze attuali e future, fornendo una risoluzione al primo contatto e negoziando un risultato positivo per il Cliente e per American Express
- Migliorare l'esperienza dei nostri Titolari di Carta identificando le opportunità per offrire prodotti aggiuntivi, in base alle loro esigenze
- Raggiungere e superare gli obiettivi di qualità, le normative di conformità e gli obiettivi di produttività
- Navigare nei sistemi e nelle applicazioni computerizzate per fornire un servizio ai nostri Clienti e consentire loro di ottenere il massimo dalle nostre piattaforme
- Documentare le informazioni necessarie, come i dettagli di pagamento, la modifica delle informazioni dei Clienti, il cambio di indirizzo e le notifiche di viaggio
- Assegnazione di nuove priorità e adattamento ad un ambiente in continua evoluzione

**Competenze richieste**:
Un percorso di carriera unico, modellato dal tuo talento e dalla tua curiosità.
- Ottima padronanza dell'italiano, con forti capacità di comunicazione verbale e scritta soprattutto in un contesto aziendale
- Dimostrare eccellenza personale attraverso un approccio positivo alle situazioni difficili
- Mostrare passione per il servicing fornendo un servizio eccezionale ad ogni interazione con i nostri Clienti
- La resilienza e la capacità di lavorare in un ambiente dinamico e multitasking, utilizzando più sistemi e strumenti digitali per servire i nostri clienti
- Forti capacità relazionali e comunicative, sia verbali che scritte
- Assertività al fine di saper gestire conversazioni difficili
- Eccellenti capacità di negoziazione, influenza e intraprendenza
- ** Forte attitudine al lavoro di squadra e alla collaborazione con i colleghi in tutta l'azienda**
- Capacità critiche, analitiche e di problem solving, con **forte attenzione ai dettagli e aderenza alle politiche e procedure aziendali**
- Capacità di lavorare in un ambiente virtuale

**Qualifiche richieste**:

- Diploma di liceo/Laurea universitaria
- Padronanza dell'inglese. Preferibilmente conoscenza anche di un'altra lingua europea

**Dettagli aggiuntivi**:

- Posizione: Madrid
- Flessibilità sul posto di lavoro: Full time. Requisiti di flessibilità dei turni: alcuni turni possono essere eseguiti da remoto
- American Express offre un ambiente di lavoro eccezionale e diversificato. Le alte performance vengono premiate con incentivi mirati.
- L'offerta di lavoro American Express è subordinata al completamento con successo di un controllo di verifica delle referenze, soggetto alle leggi e ai regolamenti applicabili
- A discrezione di American Express, questa posizione può essere gestita da remoto e riadattata a "lavoro in sede" in qualsiasi momento.

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:

- 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 you