Senior Customer Service Specialist
hace 1 semana
Company Overview
American Express is a global leader in payment and travel, dedicated to delivering an exceptional customer experience. Our mission is to provide the world's best customer experience every day.
About This Role
We are seeking a highly skilled Senior Customer Service Specialist to join our team in Europe. As a Senior Customer Service Specialist, you will be responsible for providing exceptional service to our premium merchants, handling their inquiries, and resolving any issues that may arise.
Key Responsibilities
• Support non-production functions as needed to help the team maintain optimal service levels.
• Service across multiple channels including phone (inbound and outbound), e-mail and live chat.
• Resolve merchant and internal partner enquiries/ issues to ensure speedy resolution with minimal impact to Merchant experience.
• Anticipate customer needs and take proactive steps to meet and resolve them.
• Close the loop efficiently with Merchants and internal partners to promote the AMEX brand.
• Build and maintain a synergic relationship with different lines of businesses within American Express to ensure best-in-class and consistent customer experience across all touchpoints.
• Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions.
Requirements
• Excellent critical thinking, time management and analytical skills required.
• Excellent verbal and written communication & relationship building skills.
• Excellent verbal and written German and English language skills.
• Experience around creating and reporting process related metrics.
• High attention to detail with an agile problem-solving mindset.
Benefits and Salary
The estimated salary for this role is between €60,000 - €80,000 per year, depending on experience. American Express offers a competitive compensation package, including benefits such as health insurance, retirement plan, and paid time off. We also offer opportunities for professional growth and development.
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