Customer Care Excellence Manager France

hace 7 días


Madrid, Madrid, España AMEX A tiempo completo

Become a Senior Customer Service Leader in Our Merchant Network


As a Senior Customer Service Leader within our Merchant Servicing Network, you will be responsible for leading a team of Customer Care Professionals to deliver an outstanding servicing experience for American Express Merchants in France.



About the Role

This role requires a seasoned leader with a proven track record of delivering exceptional customer service and managing high-performing teams. You will be responsible for developing and implementing strategies to meet and exceed customer expectations, and ensuring that our merchants receive the highest level of service.



Key Responsibilities

  • Develop and implement strategies to meet and exceed customer expectations.
  • Manage and develop a team of Customer Care Professionals through 1:1 coaching, meaningful development conversations, and performance management.
  • Deliver on key metrics by understanding and anticipating customer needs and proactively suggesting opportunities for improving customer service.
  • Build a diverse and engaged team that delivers exceptional service, with a clear focus on winning as a team and ensuring the highest customer service standards & customer satisfaction at every point.
  • Establish strong relationships with operations' stakeholders & partners.


Requirements

  • Fluent in French and English.
  • Proven ability to coach individuals and maximise their potential.
  • Positive communicator who understands when necessary how to have tough conversations.
  • Understanding of key Merchant priorities and how to get positive results - delivering on success through effective management.
  • Positive, consistent, and engaged approach at all times.
  • Excellent inter-personal and decision-making skills are a prerequisite for the position along with the ability to understand the needs of the customers.
  • Ability to help CCPs understand what winning looks like and supporting them to win & develop.
  • Leadership experience preferably in customer service operations.


Compensation and Benefits

We offer a competitive base salary of €70,000 per annum, plus bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working model with hybrid arrangements depending on role and business need, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support, and career development and training opportunities.



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