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4 months ago
American Express
Location: Brighton
Job type: Permanent
Category: Marketing Manager
You’ll do more than the expected. You’ll do the unexpected.

Merchant Servicing Network, the servicing centre for American Express Merchants seeking a Team Leader for the German Market.

In this position you will be leading a Team of Customer Care Professionals to deliver an outstanding servicing experience for our German and Austrian Merchants. Team Leaders 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. They achieve this by understanding and anticipating customer needs, proactively suggesting opportunities for improving customer service and through effective resource planning, ongoing analysis of performance data and establishing action plans to address areas of concern.

Responsibilities:

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Managing and developing a team of Customer Care Professionals through 1:1 coaching, performance management and building a cohesive team highly capable of delivering excellent Customer Experience.

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Building lasting and loyal relationships with our Company, as well as recognizing the Customer’s needs and drive the team to recommend additional American Express products and services, focussing on Customer First to enhance their relationship with American Express.

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Inspiring the team to commit to delivering exceptional service, with a clear focus on Winning as a Team, to ensure that the team deliver the highest Customer Service standards and therefore drive Customer satisfaction at every point.

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Excellent inter-personal and decision-making skills are a prerequisite for the position along with the ability to understand the needs of the customer.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Qualifications

Required skills:

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Fluent in German and English.

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Proven ability to coach individuals to deliver exceptional customer service.

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Experience of Merchant Services processes and procedures is a distinct advantage.

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Confident communicator at all levels. Ability to make decisions in a dynamic environment.

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Understanding of key TSC and Customer metrics.

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Positive, consistent and engaged individual with the ability to drive results through effective management.

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Proven ability to coach individuals and maximise their potential using Customer First Principles.

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

To complete your application please click on the links below. However, 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 orfree phone, subject to individual carrier charges). For Russia based candidates on.

ReqID: 19009705
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 21, 2019, 3:43:28 AM

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