Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

The Commercial & Merchant customer base accounts form a significant proportion of American Express growth and revenue. Ensuring these customers have great experiences with us is key to supporting our customers in key segments from Small Business Card Members & Global Corporate partners to Merchant customers.

• Consistently deliver extraordinary service for Commercial and Small Business Clients through inbound calls in a fast-paced, customer care environment with a keen focus on driving a Customer First mentality
• Consult with Card Members to understand their commercial needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
• Add value for our customers through Customer understanding and recommendation of relevant product offers/ benefits that deepen customer engagement and loyalty
• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information aiming for first call resolution
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
• Meet and exceed performance goals that include, but are not limited to: efficiency, quality, compliance regulations and & customer performance metrics

Minimum Qualifications:

• Proven Customer Service experience in service industry
• Outstanding verbal and written communication skills
• Solid interpersonal skills to build strong relationships with card members and internal teams and colleagues
• A Problem-solver, with the ability to de-escalate difficult conversations
• Analytical and problem-solving skills with strong attention to detail
• Outstanding organizational skills
• Ability to multitask in a fast paced environment

Preferred Qualifications:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations
• Passion for deepening Customer relationships, through exceptional listening Customer understanding & recommending products or tailored solutions
• Please note: We work on a hybrid model, and this role would require you to work 3 days a week in our Brighton office.

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.