Date: Jan 14, 2014
Location: Brighton, EAST SUSSEX, GB
Customer Care Professional - Italian speaking-13015212
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services.
We’re committed to becoming the world’s most respected service brand, continually striving to deliver the best possible service to customers all around the world. We enable our customers to do and achieve more.
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We will always be interested in where you came from, but we’re even more excited about where you’re going and want you to get there with us.
Working for the Italian market while being based within the globally award winning UK Customer Service Center, as a Customer Care Professional you will be driving the highest levels of Customer satisfaction and engagement at the same time as recognising Customer needs to deepen their relationship using Relationship Care.
Principle Accountabilities:
* Provide world class Service to our Italian Cardmembers, driving spend, loyalty and engagement whilst deepening the customer relationship on every call by offering a range of additional services such as Supplementary cards, Insurance Policies and product upgrades.
* Handle a wide range of general and sometimes complex enquiries whilst meeting and exceeding predefined sales and Customer Satisfaction Targets
* Evaluating account status enquiries at point of contact by analysing information and recommending solutions to the Cardmember
* Interpret Product, Policy and Procedure information and guide customers through to resolve their enquiry as First Contact Resolution
This role is part FSA regulated and requires a 'basic' Criminal Record Check and proof of right to work in the UK
Qualifications
* Excellent listening, inter-personal and probing skills
* Committed to delivering exceptional service, you will have a clear will to win focus, to ensure that you deliver the highest Customer Service standards and drive Customer satisfaction at every point.
* Fluent Italian and English (both written and verbal) are required
* Proven experience of exceeding predefined Customer Satisfaction Targets over a sustained period of time
* Strong communication skills: articulate, professional, clear and friendly. Familiarity with working in a people-oriented environment
* Proven team player with Customer service experience.
* Ability to respond professionally to adverse situations in a pressured environment, making quick and accurate decisions when faced with problems such as heavy call volumes, system difficulties and other challenges
* Ability to retain a substantial amount of product information, policies and procedural guidelines
Productive and results focused. Confident in giving and receiving feedback and in working to set targets
* Ability to work in a changing environment and to drive change
* Self-motivated and positive thinker, creative and analytical
* Clear judgment and decision making skills – ability to balance customer needs with good business sense
* Availability to work extended hours and on shifts covering weekends & public holidays
* You will be required to complete and pass an online assessment before you are considered for interview. This will be sent to you via your chosen email address shortly after you submit your application.
Job type: Permanent
Location: Brighton
Training: 6 weeks class room + 8 weeks OJT
Shifts: Monday to Sunday and between 07:00 to 00:00 hours, flexible working patterns required for variable shifts (35 hours per week)
Salary: competitive salary. In addition the successful applicant is eligible to participate in a performance based incentive scheme.
Please note that in order for your application to be considered it must be completed in full. Please ensure you complete all sections including the e-signature before you submit. We may not be able to progress your application unless all required sections have been addressed.
Please look out for further emails regarding your application.
If you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776
Job: Operations
Primary Location: United Kingdom-East Sussex-Brighton
Schedule: Full-time
Job Segments: Customer Service, Credit, Bilingual, Finance
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services.
We’re committed to becoming the world’s most respected service brand, continually striving to deliver the best possible service to customers all around the world. We enable our customers to do and achieve more.
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We will always be interested in where you came from, but we’re even more excited about where you’re going and want you to get there with us.
Working for the Italian market while being based within the globally award winning UK Customer Service Center, as a Customer Care Professional you will be driving the highest levels of Customer satisfaction and engagement at the same time as recognising Customer needs to deepen their relationship using Relationship Care.
Principle Accountabilities:
* Provide world class Service to our Italian Cardmembers, driving spend, loyalty and engagement whilst deepening the customer relationship on every call by offering a range of additional services such as Supplementary cards, Insurance Policies and product upgrades.
* Handle a wide range of general and sometimes complex enquiries whilst meeting and exceeding predefined sales and Customer Satisfaction Targets
* Evaluating account status enquiries at point of contact by analysing information and recommending solutions to the Cardmember
* Interpret Product, Policy and Procedure information and guide customers through to resolve their enquiry as First Contact Resolution
This role is part FSA regulated and requires a 'basic' Criminal Record Check and proof of right to work in the UK
Qualifications
* Excellent listening, inter-personal and probing skills
* Committed to delivering exceptional service, you will have a clear will to win focus, to ensure that you deliver the highest Customer Service standards and drive Customer satisfaction at every point.
* Fluent Italian and English (both written and verbal) are required
* Proven experience of exceeding predefined Customer Satisfaction Targets over a sustained period of time
* Strong communication skills: articulate, professional, clear and friendly. Familiarity with working in a people-oriented environment
* Proven team player with Customer service experience.
* Ability to respond professionally to adverse situations in a pressured environment, making quick and accurate decisions when faced with problems such as heavy call volumes, system difficulties and other challenges
* Ability to retain a substantial amount of product information, policies and procedural guidelines
Productive and results focused. Confident in giving and receiving feedback and in working to set targets
* Ability to work in a changing environment and to drive change
* Self-motivated and positive thinker, creative and analytical
* Clear judgment and decision making skills – ability to balance customer needs with good business sense
* Availability to work extended hours and on shifts covering weekends & public holidays
* You will be required to complete and pass an online assessment before you are considered for interview. This will be sent to you via your chosen email address shortly after you submit your application.
Job type: Permanent
Location: Brighton
Training: 6 weeks class room + 8 weeks OJT
Shifts: Monday to Sunday and between 07:00 to 00:00 hours, flexible working patterns required for variable shifts (35 hours per week)
Salary: competitive salary. In addition the successful applicant is eligible to participate in a performance based incentive scheme.
Please note that in order for your application to be considered it must be completed in full. Please ensure you complete all sections including the e-signature before you submit. We may not be able to progress your application unless all required sections have been addressed.
Please look out for further emails regarding your application.
If you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776
Job: Operations
Primary Location: United Kingdom-East Sussex-Brighton
Schedule: Full-time
Job Segments: Customer Service, Credit, Bilingual, Finance
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