Team Lead for Merchant Servicing France
hace 3 semanas
**Job Description**
At American Express we are committed to our company values and we strive every day to provide the world's best customer experience.
- As a Team Leader for France within the Merchant Servicing Network, you will lead a team of Customer Care Professionals to deliver an outstanding servicing experience for our Merchants in France.
- You will focus on meeting and exceeding customer expectations and delivering a service experience for American Express customers that serves to differentiate our products and our brand in the marketplace.
- You will achieve this by understanding and anticipating customer needs and proactively suggesting opportunities for improving customer service.
- Through effective resource planning, ongoing analysis of performance data and establishing action plans, you will create a winning team.
**Responsibilities Include:
- Managing and developing a team of Customer Care Professionals through 1:1 coaching, meaningful development conversations and performance management.
- Building a diverse and engaged team.
- Inspiring the team to deliver exceptional service, with a clear focus on winning as a team and ensuring the highest customer service standards and customer satisfaction at every point.
- Building strong relationships with operations' stakeholders and partners.
**Requirements:
- Fluent in French and English.
- Proven ability to coach individuals and maximize 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 and develop.
- Leadership experience preferably in customer service operations.
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